Product Support Analyst

Product Support Analyst

Join our team as a Product Support Analyst and become a pivotal player in enhancing customer experience for our customer's innovative digital products. In this role, you’ll leverage your expertise to monitor, troubleshoot, and resolve customer issues while serving as the subject matter expert for an eCommerce workstream. Top candidates will be passionate about providing exceptional support and driving continuous improvement. Help us power digital solutions in a collaborative environment.

Responsibilities of the incumbents are to provide worldwide support for the digital products and applications associated to the corresponding workstream:

• Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal client for every interaction.
• Triage / Troubleshooting – also support to Tier 1 Supplier agents
• Tactical – Timely resolution and follow-up with customer & dealers
• Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support Digital Product training for CSRs
• Supports the development and maintenance of Business Rules
• Validate and create process maps
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Requires a college or university degree, technical certification or equivalent experience. At least 2 years of experience in product service support, application support, or equivalent support work.

Interpersonal skills to deal with sensitive, emotional or potentially controversial situations. Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed. This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process. Experience with the use of Salesforce, specifically for Customer Relationship Management. Experience in Contact Center Operations, specifically related to customer experience and/or customer support. Strong planning and communication skills. Strong critical thinking/problem solving skills. Vendor Management experience.