Product Support Analyst I

Day to day

• Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately and determine the quickest and best method of resolution in the form of support tickets
• Create respond to and manage tickets via email voicemail or phone call within the established timeframes
• Manage users’ expectations in a professional knowledgeable and persuasive manner while using good customer service and good clinical practices (GCP)
• Provide exceptional tier I product support and solutions to external users’ problems and requests
• Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution
• Communicate urgent customer situations when further assistance is needed escalate appropriately quickly and effectively both internally and externally
• Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented
• Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
• Provide input and feedback on departmental “living documentation” in the form of Wiki comments how-to articles and other documents
• Work with and as a team to provide world class support to end users and customers