Product Support Analyst

Job Description

Become a Product Support Analyst and take full ownership of customer tickets from receipt to closure, ensuring resolution within SLA targets. Act as the customer advocate, engaging professionally to provide timely updates and support. Conduct technical analysis, deliver immediate remedial actions, and monitor escalated issues. Participate in customer meetings, compile data for reports, and maintain knowledge of KatRisk's products. Collaborate with internal teams to enhance the customer experience and support software releases.

Qualifications

1. Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role. 2. Basic knowledge of computer hardware and networking technologies. 3. Experience with a bug/issue tracker system. 4. Proficiency with MS Office suite & Google products. 5. Familiarity working with cloud-based computing environments. 6. Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution. 7. Deadline-driven, accountable with excellent time management ability. 8. Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely. 9. Strong written & verbal communications skills and strong analytical & problem-solving skills.