Product Support Analyst 3

Bestica Inc. • Contract • Remote (Austin, TX, US) • 17h ago

Technical Documentation:

Create comprehensive and clear technical documentation for end users.
Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
Collaborate closely with the Product Owner team to gather necessary information.
Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.

Customer Relations:

Assist the Product Owner team with outreach to customers during peak data submission timeframes.
Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers.
Present outreach findings to the Product Owner team, management, and division leadership.
Maintain regular communication with customers to understand their needs and concerns.

Required:

LEA/vendor-level experience working with the SDS and its data collections.
Customer Service: Experience in customer service, with strong communication skills.
Collaboration: Strong ability to work closely with cross-functional teams.
Communication: Excellent communication skills to effectively work with cross-functional teams.
Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
Training and Support: Experience in training other team members.
Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.
Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

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