Product Support Analyst / Customer Support Technician

Product Support Analyst / Customer Support Technician

100% Remote,

Work Location With-in the United States

User Acceptance Testing (UAT):

• Develop and execute test plans, test cases, and test scripts based on business requirements.
• Coordinate with stakeholders to review test objectives and expected outcomes.
• Identify and document bugs or issues, and track their resolution with development teams.
• Validate functionality, usability, and performance of systems against defined criteria.
• Maintain test result records and report findings to project managers.

Production (Prod) Review:

• Conduct post-deployment checks to ensure system stability and functionality in the live environment.
• Monitor and document production issues, analyzing root causes for resolution.
• Collaborate with technical teams to address system performance concerns promptly.
• Test newly implemented features or patches in the production environment.
• Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

• Analyze and resolve complex customer support tickets escalated to Level 3.
• Investigate and identify root causes of technical issues reported by end-users.
• Collaborate with development teams to address and resolve software defects.
• Perform advanced troubleshooting for system errors and application bugs.
• Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
• Validate fixes and updates in test environments before applying them in production.
• Recommend process improvements based on recurring issues or patterns.
• Ensure timely communication with stakeholders on ticket status and resolution timelines.

Candidate skills and qualifications:

• Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
• Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
• Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
• Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
• Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
• The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
• Excellent communication skills to effectively work with cross-functional teams
• Prior experience in handling escalated support tickets or working in high-level technical support roles.
• Detail-oriented with a focus on quality standards.
• Technical knowledge of system architectures and scripting.
• Experience in automated testing frameworks.

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.

Product Support Analyst / Customer Support Technician

100% Remote,

Work Location With-in the United States

User Acceptance Testing (UAT):

• Develop and execute test plans, test cases, and test scripts based on business requirements.
• Coordinate with stakeholders to review test objectives and expected outcomes.
• Identify and document bugs or issues, and track their resolution with development teams.
• Validate functionality, usability, and performance of systems against defined criteria.
• Maintain test result records and report findings to project managers.

Production (Prod) Review:

• Conduct post-deployment checks to ensure system stability and functionality in the live environment.
• Monitor and document production issues, analyzing root causes for resolution.
• Collaborate with technical teams to address system performance concerns promptly.
• Test newly implemented features or patches in the production environment.
• Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

• Analyze and resolve complex customer support tickets escalated to Level 3.
• Investigate and identify root causes of technical issues reported by end-users.
• Collaborate with development teams to address and resolve software defects.
• Perform advanced troubleshooting for system errors and application bugs.
• Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
• Validate fixes and updates in test environments before applying them in production.
• Recommend process improvements based on recurring issues or patterns.
• Ensure timely communication with stakeholders on ticket status and resolution timelines.

Candidate skills and qualifications:

• Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
• Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
• Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
• Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
• Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
• The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
• Excellent communication skills to effectively work with cross-functional teams
• Prior experience in handling escalated support tickets or working in high-level technical support roles.
• Detail-oriented with a focus on quality standards.
• Technical knowledge of system architectures and scripting.
• Experience in automated testing frameworks.

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.