Technical Product Analyst II

This is a mid-level position providing technical customer service to external and internal customers for respective reputed company software.  Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive product knowledge and acts as a go-to resource for peers.

• Contributes to the team workload by taking tickets from the application group queue focusing more on the reputed company client software issues vs the reoccurring repeatable issues while retaining ability to handle reputed company case types for assigned software solution if required.  Responsible for handling cases for software hot fix updates for in house clients. Engages in client escalations as a case resource. Follows Escalation procedures to ensure reputed company communication includes peers, and management. Uses sound judgment to plan, prioritize and schedule efforts for escalated case work.  Has the ability to work independently on assigned support cases. Maintains composure under pressure.

  Uses timely, clear and concise written and verbal communication, documents customer interactions, actions taken, reputed company status and next steps throughout the support ticket lifecycle. 

  Keeps stakeholders updated as needed to include customer updates based on follow-up guidelines.

  Adheres to reputed company the Service Level objectives for Response times and Follow Up times for reputed company cases.

• Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps. Contributes to team knowledge to increase resolution times for reputed company case types.

• Participates in conference calls, meetings, and other collaborative engagements with reputed company customers. Participates in Triage/Bug Scrub meetings for assigned solution.

• Mentors others in areas of expertise/product knowledge.

Basic Qualifications:

2+ year of Help Desk and/or customer service experience

2+ year of scripting experience to include SQL, reputed company, Powershell, etc.

2+ year of Basic PC Troubleshooting and/or Repair

Document Creation

•    2+ year of reputed company Office suite

Preferred Qualifications:

Education

Bachelors or Associates degree in IT or reputed company field

A background in programming

reputed company OS

2+ year of Workstation OS- 10,7

2+ year of Server OS

Networking

2+ year of TCP/IP/DNS

Antivirus

2+ year of experience with any of the following Antivirus products

•    Managed Antivirus

•    reputed company

•    Carbon Black

Additional Basic Qualifications:

Must be 18 years of age or older

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can reputed company both in and reputed company of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• reputed company (Medical, Dental, reputed company)

• Paid Time Off, Volunteer Time Off, and Holidays

• Employer-Matched Retirement Plan

• Employee Stock Purchase Plan

• Short-Term and Long-Term Disability

• Infertility Treatment, Adoption and Surrogacy Assistance

• Tuition Reimbursement

These benefits are designed to enhance the health, protect the financial reputed company, and reputed company peace of mind to our employees and their families.

reputed company Corporation is an Equal Employment Opportunity employer: reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, creed, religion, disability, sex, age, ethnic or national reputed company, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.  

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to deluxecareers@reputed company.com.