Product Support Analyst

Serve as the dedicated support point of contact for global segment financial institution clients Manage inquiries related to product features, configurations, and system functionality via phone and email Partner with Customer Enablement Consultants to ensure coordinated, timely, and high-quality support outcomes Guide users on best practices for using the core application and associated modules Investigate and troubleshoot reported bugs, gather technical details, and escal Maintain and improve troubleshooting runbooks, workflow guides, and support playbooks Develop and update user-friendly self-service Knowledge Base content Identify, test, and implement AI tools, automation workflows, and process improvements Reduce manual effort, improve resolution speed, and increase support quality Develop familiarity with global client environments, configurations, and recurring issue patterns Collaborate with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous platform improvement Requirements Bachelor's degree in a relevant degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience Stellar written and verbal communication skills, including with sophisticated enterprise audiences Empathetic, client-focused approach and strong listening skills Detail-oriented approach, especially in complex, high-stakes client environments Enthusiasm for growth and continuously improving skills and knowledge, particularly around emerging tools and technologies Natural problem-solving ability; driven, persistent, and resourceful Ability to improve processes and products and execute plans individually and as part of a team Comfortable operating in ambiguous, fast-moving environments Ability to learn new technology and systems quickly Genuine curiosity about AI tools and automation Comfort working across multiple platforms simultaneously Experience with Salesforce Service Cloud or other customer support technologies Troubleshooting experience preferred Experience supporting enterprise or financial institution clients is a strong differentiator Fluent written and oral communication in English Authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable Core Competencies Demonstrates expertise in client support for financial institutions, with a focus on troubleshooting, process improvement, and effective communication. Proficient in developing knowledge base content and implementing AI tools to enhance support quality and efficiency. Highest-signal resume keywords Client Support Experience Troubleshooting Skills Salesforce Service Cloud Process Improvement Communication Skills Hard Skills Troubleshooting Process Improvement Knowledge Base Development AI Tools Implementation Automation Workflows Soft Skills Empathetic Client-Focused Approach Strong Listening Skills Detail-Oriented Natural Problem-Solving Ability Enthusiasm for Growth Industry Keywords Financial Institution Clients Global Client Environments Enterprise Support High-Stakes Client Environments Tools & Technologies Salesforce Service Cloud Customer Support Technologies #J-18808-Ljbffr Jobtailor