Hello There,

My name is Himanshu Sharma, and I serve as the Recruitment Lead at Kanak-IT INC. I am reaching out to share an excellent career opportunity for the role of Product Support Analyst with our esteemed client. If you are interested then please share your updated resume.

Job Description

Position : Product Support Analyst

Location : Remote - Texas Candidates Only

Duration : Multi Year

Job Description:

Customer Support

Prioritize and escalate issues requiring deeper investigation or development team involvement.
Serve as potential business point of contact for support-related meetings and/or communications
Gain necessary knowledge and understanding through available resources and training

User Testing

Design and execute user acceptance testing (UAT) plans to validate functionality and usability of client-related features.
Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams.
Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.

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 client 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.

II. CANDIDATE SKILLS AND QUALIFICATIONS

MUST HAVE

8 Required Customer Service: Experience in customer service, with strong communication skills.

8 Required Collaboration: Strong ability to work closely with cross-functional teams.

8 Required Communication: Excellent communication skills to effectively work with cross-functional teams.

8 Required Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.

8 Required Training and Support: Experience in training other team members.

PREFERRED

8 Preferred Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.

8 Preferred Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

Thanks & Regards

Himanshu Sharma

Recruitment Lead

Email : Himanshu01@kanakits.com

LinkedIn : https://www.linkedin.com/in/himanshustaffingexpert/

Kanak IT is an equal opportunity employer. We consider all applicants for employment without regard to citizenship, immigration status, race, gender, disability, or any other protected category.

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Product Support Analyst - Remote