Job Summary
A company is looking for a Product Support Specialist to serve as a local helpdesk analyst for customer escalations and issue resolution.
Key Responsibilities
- Troubleshoot customer configuration and software issues, escalating complex problems as needed
- Analyze logged incidents to identify trends and collaborate on process improvements
- Maintain clear documentation and ensure proper follow-up with customers regarding issue status
Required Qualifications and Education
- Some University or Post-secondary Education required
- Basic familiarity with software products and user interactions (no coding required)
- Experience using ticketing systems such as Jira and Zendesk
- Comfort with logs, dashboards, and monitoring tools (e.g., New Relic, Kibana)
- Strong analytical and troubleshooting skills
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