Product Support Analyst
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Job Description
Product Support Analyst handling customer inquiries and technical issues for KatRisk. Engaging professionally across teams to ensure timely resolution and service quality.
Responsibilities:
- Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
- Be the customer advocate through the ticket lifecycle.
- Engage with customers professionally, clearly, and courteously to provide timely updates and support.
- Request additional information from customers when necessary to fully diagnose reported problems.
- Conduct technical analysis to identify root causes and determine appropriate resolutions.
- Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
- Deliver immediate remedial actions to restore normal service operations whenever possible.
- Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
- Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
- Notify the Manager of any potential SLA breaches or risks to service quality.
- Participate in customer-facing meetings as required to review ticket status and progress updates.
- Compile and contribute data for management and customer metrics reports.
- Maintain current knowledge of KatRisk’s products, including upcoming patches, releases, and feature enhancements.
- Represent KatRisk as a proactive and valued business partner through high-quality service and collaboration.
- Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
- Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
- Participate in project deployments as needed to support successful implementation and customer adoption.
Requirements:
- Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
- Basic knowledge of computer hardware and networking technologies.
- Experience with a bug/issue tracker system.
- Proficiency with MS Office suite & Google products.
- Familiarity working with cloud-based computing environments.
- Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
- Deadline-driven, accountable with excellent time management ability.
- 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.
- Strong written & verbal communications skills and strong analytical & problem-solving skills.
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