Product Support Analyst 2 // Austin, TX 78751 (Remote within TX)

Role : Product Support Analyst 2

Location : Austin, TX 78751 (Remote within TX)

Duration : 3 months Contract with possibility to extension

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.

Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems.

Install applications, hardware, parts, and / or equipment.

Product Support Analyst common tasks include : troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base;

communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

• Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
• Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
• Conduct training sessions for users, empowering them to effectively utilize our applications.
• Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
• Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
• Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Candidate Skills and Qualifications :

Years

Required / Preferred

Experience

Required

Experience with help desk / service desk services.

Required

Experience with help desk software (e.g. ticketing systems, knowledge bases).

Required

at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

Required

at least 2) High-level knowledge of information technology systems and best practices.

Required

at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

Required

at least 2) Experience working with SharePoint Lists.

Required

at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.

Required

at least 2) Experience with call handling.

Preferred

Experience with Remedy / BMC Helix.

Thanks and Regards,

Vinay Kumar

Technical Recruiter

1601 N Harrison Ave, STE # 2B, Pierre, SD 57501

Phone : 605-220-5981 Ext. 114 Direct : 605-640-5005 [email protected]

F : (605) 609-2010 W : www.my3tech.com

Certified Minority Business Enterprise (MBE)

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