Product Support Analyst

Job Description

Position Title: Tier I Product Support Analyst

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Status: 6 month contract to hire (may extend past 6 months)

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Pay: $30.00 - $32.00 per hour during the contract phase ($60,000 - $69,000 annually upon going perm) – DOE

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Shift times: 8:00am – 5:00pm EST. Once the office opens (in each location), will they need to be in office during these times

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Onsite requirement: Remote in Colorado Springs (4 days onsite in office and Fridays remote once the office open (should be open by the end of the year or in Q1 2027).

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Position Summary

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Our client is seeking a Tier I Product Support Analyst for an exciting contract to hire scenario. The Tier I Product Support Analyst will be responsible for intermediate technical support and ticket resolution for annuities eApplication products. Our client offers live support for their annuities eApplication clients from 8am to 8pm EST. This position will cover the shift from 8:00am – 5:00pm EST.

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Deliverables and Performance Measures

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• The PSA is part of a team. All PSA’s must be actively engaged during working hours and share an equal workload with other Production Support team members.
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• The PSA must act with urgency! He/she must be able to identify critical issues and collaborate with internal associates across the organization if a critical issue arises.
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• Our PSA Team must maintain or exceed the current compliance percentage for expected response times.
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• PSA’s must work to ensure client satisfaction to maintain or exceed the current satisfactory rating.
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• Each PSA is expected to author at least one knowledge article per month and be engaged in creating standard workflows and best practices.
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• The PSA is expected to perform work under general supervision.
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Requirements:

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• 2+ years of experience in technology industry
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• Experience providing direct end user support for software (either custom built software or SAAS model platform)
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• Experience with online ticketing system/support – experience with Jira a plus
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• Experience creating user documentation – experience with Jira Confluence and/or SharePoint a plus
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• Experience in insurance industry a plus
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