Associate Product Support Analyst

POSITION SUMMARY:

The Associate Product Support Analyst is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for various system users, and for providing root cause analysis with recommendations for improvements. They also share responsibility for the day-to-day maintenance and support of consumer and Member applications in operation, including tasks related to identifying, troubleshooting, and escalating application issues. This individual may also work with the product team to support software projects from inception through implementation and maintenance, including working on specifications to help define the user experience for an improved system. They may be required to document project requirements, user stories, and other project artifacts. They may also need skills to detect, analyze, diagnose, report, and resolve problems and to create enhancement requests associated with applications. Some basic understanding of programming and debugging duties may be required in order to develop queries/reports of varying complexity and to troubleshoot application issues.

DETAILED RESPONSIBILITIES/DUTIES:

• Work with internal stakeholders to understand complex, dynamic business rules and apply those rules to fully understand the application.

• Engage end users and internal business units to support the application and ensure it is fully operational with minimal issues or defects.

• Develop a functional understanding of the systems and the development framework for system implementation and maintenance.

• Review and track online application trends for recommendations for improvement and support.

• Research, analyze, and recommend improvements to the applications.

• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

• Effectively recognize and manage interpersonal communication needs.

REQUIRED QUALIFICATIONS:

• Demonstrated ability to achieve results under limited supervision.

• Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization.

• Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal.

• Build effective working relationships with all functional units of the organization.

• Ability to interact effectively with individuals from different countries and cultures, with sensitivity to cultural diversity.

• Ability to organize workload for effective implementation of multiple concurrent projects.

• Knowledge of technical aspects of web application development and design, including .NET, SQL, HTML, XML, Java/JavaScript. Proficiency in writing SQL queries.

• Thorough knowledge of information systems concepts and terminology.

• Strong work ethic with an emphasis on service and quality.

• Ability to function as an effective team member or work independently.

• Motivated self-starter with initiative.

• Experience with Microsoft Office: Word, Excel, PowerPoint, and Visio.

Experience:

• 1–2 years of demonstrated experience in the Technology/IT industry.

• 1–2 years of demonstrated experience with .NET client/server and/or Internet application/business analysis on an enterprise-wide system.

Education:

• Bachelor’s Degree in Computer Science or related field.

PREFERRED QUALIFICATIONS:

• Understanding of CRM, application usability, preferably Salesforce.

• Excellent oral and written communication skills.

• Strong interpersonal and conflict resolution skills.

• Experience with complex, multi-national application implementations.

• Good knowledge in the implementation of .NET applications and proficiency in writing SQL queries.

Please review EMEA&I Description box