Product Support Analyst

Role: Product Support Analyst


Location: 100% Remote, Work Location With-in the United States


Contract Role

Job description:

Customer Support


- Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.


- Prioritize and escalate issues requiring deeper investigation or development team involvement.


- Serve as potential business point of contact for support-related meetings and/or communications


- Gain necessary knowledge and understanding through available resources and training


User Testing


- Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.


- Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner


and Project Management teams.


- Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.


- Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.


Technical Documentation:


- Create comprehensive and clear technical documentation for end users.


- Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements


- Collaborate closely with the Product Owner team to gather necessary information.


- Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment


release notes, and newsletter updates.


Customer Relations:


- Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes.


- Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency


(LEA) customers.


- Present outreach findings to the Product Owner team, management, and division leadership.


- Maintain regular communication with customers to understand their needs and concerns.

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.


Years


Required/Preferred


Experience


8


Required


Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.


8


Required


Customer Service: Experience in customer service, with strong communication skills.


8


Required


Collaboration: Strong ability to work closely with cross-functional teams.


8


Required


Communication: Excellent communication skills to effectively work with cross-functional teams.


8


Required


Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.


8


Required


Training and Support: Experience in training other team members.


8


Preferred


Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.


8


Preferred


Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.