Product Support Analyst

Providing exceptional support to end users, the remote full-time Product Support Analyst I will manage support tickets via email, phone, and chat, focusing on technical troubleshooting and customer service from Monday to Friday, 12 PM to 9 PM ET. Key responsibilities Collect and categorize user requests to determine the best resolution method Create and manage support tickets within established timeframes while maintaining user expectations Collaborate with team members to improve the end-user experience and provide tier I product support Required qualifications Associates degree and at least 1 year of experience in a customer-focused IT support role Ability to work Monday to Friday, 12:00 PM to 9:00 PM ET Experience with helpdesk ticketing systems and basic networking Knowledge of Windows operating systems (7, 8, and 10) Understanding of SQL and/or JSON is a plus