Product Support Analyst

Title: Product Support Analyst

Location: Austin, TX (Remote).

Client: Texas HHSC

Duration: 3+ Months

Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas).

Description:

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.

Required Skills:

4 Years of Experience with help desk / service desk services.

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

4 Years of Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

4 Years of High-level knowledge of information technology systems and best practices.

4 Years of Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

4 Years of Experience working with SharePoint Lists.

4 Years of Strong customer service orientation, with patience and empathy for frustrated or confused users.

4 Years of Experience with call handling.

2 Years of Experience with Remedy / BMC Helix

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.