Product Support Analyst Resume Samples
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Product Support Analyst Resume Samples
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E Gaylord
Estell
Gaylord
39232 Lucius Way
Houston
TX
+1 (555) 872 7655
39232 Lucius Way
Houston
TX
Phone
p
+1 (555) 872 7655
Experience
Experience
Boston, MA
Product Support Analyst
Boston, MA
Mann Group
Boston, MA
Product Support Analyst
- Provides technical assistance and provides requested information support to Technical Field Force
- Performing research, testing, and providing recommendations
- Provide status reports as directed on progress and accomplishments to management
- Assists in proposal preparation by providing input and clarification for technical details
- Work closely with Product Owners, Developers, Quality Assurance and Application
- Working with the customer and team to provide business alternatives and recommend solutions before, during, and after the implementation process
- Creates and manages internal and external systems and procedural documentation
San Francisco, CA
Asia Product Support Analyst
San Francisco, CA
Gibson-Armstrong
San Francisco, CA
Asia Product Support Analyst
- Design and execute solution testing and training
- Coordinate with business interface team to communicate deployment of operating framework and plan for running new processes to key users
- Liaise with IT and provide support for testing and rollout of new software applications and upgrades
- Project support for product management initiatives (i.e. SEPA readiness, SWIFT and bank connectivity projects, etc.)
- Identification and resolution of product management level issues
- Work with IT and Business stakeholders to address product-related issues
- Work with banks/counterparties and 3rd parties to produce quality solutions and products
present
Houston, TX
Ghrs, Product Support Analyst
Houston, TX
Moore and Sons
present
Houston, TX
Ghrs, Product Support Analyst
present
- Working closely with the Academy Program Manager in identifying program structure and develop detailed task plan
- Provide process/system support, develop and maintain functional user documentation
- Assist with the roll out of new tools and systems to HR teams including execution of testing, and training tasks
- Become a subject matter expert on one or more HR solutions utilized by Amazon including digital document management, time and attendance, Amazon Hub, PeopleSoft and other systems
- Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials
- Train HR users on supported systems and provide process/system support, develop and maintain functional user documentation
- Become a subject matter expert on multiple HR solutions utilized by Amazon including digital document management, time and attendance, PeopleSoft, Salesforce, and other systems
Education
Education
Bachelor’s Degree in Organizational
Bachelor’s Degree in Organizational
Harvard University
Bachelor’s Degree in Organizational
Skills
Skills
- Solid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problems
- Excellent organizational skills and the ability to work on multiple issues at one time throughout the day
- Solid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problems independently and as a team
- Detailed knowledge of software support and tools for customer applications
- Strong detailed oriented and problem solving skills
- Strong proficiency in MS Office
- Basic knowledge and experience with MS SQL
- Maintains an excellent attendance record and is dependable
- Strives to continually build knowledge and skills (professional and computer) and shares expertise with others
- Demonstrable strong communication/interviewing skills for both external and internal customers
15 Product Support Analyst resume templates
Read our complete resume writing guides
1
Asia Product Support Analyst Resume Examples & Samples
- Act as an escalation point for Business stakeholders and Business Support
- Liaise with IT and provide support for testing and rollout of new software applications and upgrades
- Prepare and present metrics, status reports, prioritization, resource allocation, etc. for product management initiatives
- Perform extensive data gathering and analysis to understand current state, identify areas for improvement and related change management impact on existing systems and processes
- Help define and deliver on design decisions, requirements, use cases and process maps for the future state
- Understands in depth concepts and principles in own discipline and a basic knowledge of these elements in other disciplines
- Bachelors Degree in finance, accounting or related field and at least 2 years of experience within a corporate treasury organization or financial services business
- Demonstrated analytical, problem solving and data management skills
- Proficiency with SQL
- Excellent teamwork skills; collaborative approach with peers and team members Eligibility Qualifications
2
Associate Systems Product Support Analyst Resume Examples & Samples
- With minimal supervision, creates and processes data
- Works with a variety of data structures and files that are moderately complex
- Plans data handoffs and creates processing schedules with oversight
- Maintains data files for all assigned projects
- Documents all analyses performed
- Has experience with different types of delimited and flat files, including SAS OUTPUT files
- Demonstrates knowledge of and some experience with a programming language (preferably SAS), including data input and output, file manipulation (i.e., merging and interleaving) and statistical procedures
- Demonstrates communication skills, (oral, written, and business), necessary to function effectively as a primary contact with internal project teams with guidance from more senior research associates
- Exhibits some experience communicating effectively with different project teams and communicating effectively in teams that have technical and non-technical staff members
- Bachelors degree and exposure to data processing; OR
- Three years of work experience in a relevant data processing environment; OR
- Masters degree in statistics or related quantitative field
3
Senior Product Support Analyst Resume Examples & Samples
- Represent the Cards and Loans business at Production Support forums
- Governance of the Business Incidents management framework
- To manage key stakeholder relationships with all parts of the bank to deliver product maintenance activities
- To establish and maintain close relationships with key stakeholders within the company to ensure that existing and proposed business solutions are aligned with broader companywide strategies
4
Product Support Analyst Resume Examples & Samples
- Write, delegate, and utilize testing into a consolidated suite of documented tests
- To research, develop, promote and implement effective and efficient business solutions to ensure best practice
- Conducting post implementation reviews to evaluate performance, and to identify “lessons learned” and process improvements required
- Put together a plan for future testing, including areas for development, hardware/lab requirements, and staffing requirements, to obtain specific results
- Correlate areas of focus, and prioritize testing methodologies based on prior areas of concern, and areas of current/future development focus
- To own and ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial), and to implement measures to avoid re-occurrence
- To schedule and prioritise activities and tasks as per business priorities
- Ensuring that all work performed meets established Control, Compliance and Legal policies
5
IT Cross Product Support Analyst Resume Examples & Samples
- Excellent Analytical, Problem Solving Skills, Enthusiastic, Energetic Individual who can work under pressure to deliver results
- Working with the business partners to track and resolve day to day systems issues and end user requests and inquiries. Includes Level 1 support
- Build rapport with business community; Key importance to Relationship building and providing excellent client service experience
- Working with business partners, product managers & the technical project team to clarify project requirements & scope and to deliver project related design documentation (eg. Functional Specifications). This will be mostly done via phone so you must have a good phone presence. This is 60% of your time
- Reviewing the Requirements & Use Cases prepared by business partners
- Working with both technology and business to determine tradeoffs due to technical and business constraints
- Conducting analysis, needs assessments and gap analysis in order to align information technology solutions with business requirements
- Documenting as-is and to-be process and data flows
- Writing detailed Functional use cases
- Identifying unique QA test conditions for specific project
- Reporting to Management on a daily/weekly basis
- Excellent oral and written communication skills, ability to effectively communicate with all levels of management, ability to probe and ask the relevant questions to determine project requirements
- Proven ability to communicate between the business and technical teams as well as analyzing, resolving and/or escalating problems as they arise
- Strong writing skills and the ability to synthesize business and technical info into use cases and functional specifications
- Exposure to ITIL Processes, Incident, Change, Problem management processes
- Proven skills in problem analysis and resolution and attention to details
- Ability to quickly learn & use new products and tools as required
- Capability to manage small projects when required
- Capability to manage incidents and problems
- Understanding of web and client server technologies
- Experience working on multiple web related projects
- Advanced Word, Excel, PowerPoint, Visio skills
- Strong client focus and organizational skills
- 5+ total experience in Software Engineering/IT
- 2-3 years experience in Service Delivery/Support organization – Preferably in Financial Industry
- 2-3 years experience in Java Programming, RDBMS, SQL (DB2, Oracle, Sybase), UNIX, XML, HTML, JSP, JavaScript,
- Working concepts of the .com platforms (web browser application development, Services Oriented Architecture, SQL, HTML, XML, XSL, JavaScript, UNIX, and Java)
- Minimum of a BA/BS degree in Computer Science
6
Systems Product Support Analyst Resume Examples & Samples
- Consultancy. Provide expert-level support and advice to clients and internal teams on best use of the ExamDeveloper software and Pearson VUE’s test development tools
- Migrations. Perform analysis and requirements gathering activities, developing processes and scripts to move existing data into test development tools
- Training. Prepare and deliver on-site and in-person training to clients on test development tools, and advising on best practices
- Support. Own, troubleshoot and resolve software issues as well as understand, document and promote requirements for future developments
- Installations. Provide on-site and in-person software installation of test development tools on client systems
- Demonstrations. Deliver software demonstrations to client prospects, assist with requirements gathering, and other pre-sales technical support
- Scripting. Basic proficiency in XML, SQL and one of the following: VBA, XSL, HTML/CSS/JS, to improve efficiencies and provide workarounds to issues
- Bachelor’s degree in MIS, Computer Science, Mathematics or other technical field
- Equivalent technical work experience
7
Product Support Analyst Resume Examples & Samples
- Monitor process and software changes that impact production support and communicate project information to Product Support team and raise product support issues to the Product Support Manager
- Identify risks that exist in the current environment and proposes solutions
- Coordinates product support activities
- Provide support with resolution of escalated tickets, acts as liaison to IT Services leads to ensure issues are resolved in timely manner
- Assist with new product and service introduction activities including ongoing product support and maintenance
- Suggests and implements recommendations on product efficiency improvements where applicable
- Develops and supports system testing plans and conducts quality assurance testing
- Maintains accurate and thorough client support records
- Knowledge of software development processes, operations management and/or product management activities
- Previous experience in systems support or consulting preferred
- Experience working in a matrix organization preferred
- Experience working with cross boarder teams in a virtual environment preferred
- Good interpersonal, client service, communication, teaming, organizational, and project management skills
- Ability to perform and manage multiple tasks simultaneously and work well under pressure
- Ability to produce detailed, relevant documentation and reports as required
8
Product Support Analyst Resume Examples & Samples
- Monitor and manage Tier 1 ticket queue
- Initial acknowledgement and assessment: reply to customer via ticketing system with a brief summary of question/issue and request any additional information needed
- Field support questions/issues from various internal Client Services teams
- Resolve Tier 1 category tickets including platform questions and troubleshooting ad trafficking/serving, reporting, and console related issues
- Occasionally participate in customer or internal calls as needed to expedite resolution
- Understanding of web technologies, including web pages and basic JavaScript/HTML
- Learn and use various web debugging tools
- Continued learning of new product features
- Maintain proficiency in ONE Display platform, including products, processes, and related technologies
9
Product Support Analyst Resume Examples & Samples
- At least 5 years experience in Financial Services
- Excellent communication skills both verbal and written
- Persuasive with details and facts
10
Product Support Analyst Fixed Term Contract Resume Examples & Samples
- Leadership qualities that provide the ability to lead and motivate a team, define and communicate priorities and targets to ensure that work is completed in accordance with agreed performance standards and timeframes
- Strong MS Word, Excel, PowerPoint, Project and Visio skills. MS Access desirable
- Demonstrated understanding of project management principles
- Demonstrated understanding of testing principles
- Previous experience in a similar role (desired)
- Excellent interpersonal skills and a collaborative management style
- High comfort level working in a fast paced environment
11
Product Support Analyst Resume Examples & Samples
- Analyzes problems with software applications to identify problem area(s) and recommend/take corrective action
- Recommends solutions to customer application questions
- May utilize specialized domain expertise related to the specific application of the software to resolve customer problems
- Customer support experience
- Client/Server relationship
- Remote connectivity
- MS SQL queries
12
Product Support Analyst Resume Examples & Samples
- Experience in a call center environment handling cases in an escalated, non-scripted fashion
- Working knowledge of a wide variety of software, hardware & PC operating systems is preferred
- Knowledge of the 340B program, preferred
- Healthcare or pharmacy knowledge, preferred
13
Product Support Analyst Resume Examples & Samples
- Ability to receive, record, and classify/prioritize inbound user requests. Ensure proper documentation of customer problems/issues (e.g., research conducted, steps required, final resolution)
- Identify recurring product problems/issues for inclusion in applicable support documentation. Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)
- Responsible for classification, categorization, and prioritization of incidents. When necessary, triage to other appropriate business teams/units to satisfy user request, while remaining primary contact with client through resolution cycle. Ability to troubleshoot and resolve issues
- Ability to use supporting knowledge tools and vendor resources (if available)
- Ability to learn new applications being developed for product
- Utilize appropriate knowledge resources to drive resolution of applicable problems/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint). Understanding of supporting incident management processes
- Facilitate and participate in advanced troubleshooting sessions with Level 2/3 Engineers
- Perform after-hour on-call support and product testing, as required
- Ensure adherence to applicable quality standards (e.g., product quality, call quality, ticket quality, customer satisfaction)
- Manage customer conversations appropriately (e.g., provide a good first impression, command attention and respect, demonstrate confidence, defuse frustration)
- Working hours are standard Monday thru Friday 7:00 am - 6:00 pm (40 hour work week) ; On Call rotation which could fall once a week quarterly this includes 24/7 support for 1 full week Sunday thru Sunday
- 2+ years of related experience in Customer Service role or as Product Support Analyst
- Proficiency with Microsoft Word (Creating/saving new documents), Excel (creating simple graphs and sorting data), and Outlook (sending/receiving emails)
14
Product Support Analyst Resume Examples & Samples
- Provide customer service through phone, email and virtual meeting platforms
- Will escalate problems to appropriate resources in a timely manner
- Collaborate with internal business partners to resolve technical issues
- Employee will work an 8 hour shift during core business hours (M-F / 6am - 5pm MST). Occasional overtime may be required
- 1+ year of experience in a call center environment
- Experience resolving high level customer service issues, both over the phone and in email
- Must have or be able to obtain within one year of hire a Certified Professional Coder (CPC) Certification
15
Product Support Analyst Resume Examples & Samples
- Health Information Management experience
- Understanding of SQL
- Experience with revenue cycle management, coding reimbursement, claims processing
- Knowledge of applicable industry regulations/standards (e.g., coding, CMS, ICD-9, CPT, HL7)
- Previous experience working with RDP (Remote Desktop Protocol)
- Previous experience documenting support activities in a Ticket Tracking System
- Experience troubleshooting browser and/or web based support
16
Product Support Analyst Resume Examples & Samples
- Actively monitor customer emails daily and respond to customer correspondence
- Use your troubleshooting and problem-solving skills to come up with solutions for Application issues with iOS & Android
- Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status
- Maintain trouble report, feedback, and logs status in various databases
- Analyze logs for identifying and troubleshooting issues
- Experience working with customers on the phone, email, and social media to isolate and resolve problems with wireless devices and applications
- 2+ years of experience in customer service voice, data, and internet or related field operations
- Knowledge with MS Word, Excel, Power Point, and Microsoft Outlook
- Familiar with Apple iOS, and Google Android
- Availability to work evenings, weekends, holidays and overtime as needed
17
Ghrs Product Support Analyst Resume Examples & Samples
- Respond to system inquiries and troubleshoot reported issues, provide ongoing technical and user support
- Train HR users on supported systems and provide process/system support, develop and maintain functional user documentation
- Track system issues and enhancement requests for review and resolution by technical teams
- Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials
- Write test cases, organize testing workbooks and user guides; prepare and/or create data to enable testing
- Relevant work experience in a similar role
- Knowledge of HR systems
- Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
- Knowledge of PeopleSoft or other ERP system experience – HR, digital document management, or timekeeping system background a plus
18
Product Support Analyst Resume Examples & Samples
- Interface directly with customers to provide guidance, resolve reported issues, and drive adoption of the TiVo Analytics suite of products
- Independently investigate customer reported problems and provide status updates to key stakeholders
- Actively participate in customer meetings as a product SME (Subject Matter Expert)
- Partner with Technical Account Management, Operations, Data Science, and Engineering for resolution of complex problems
- Collaborate with Technical Operations to verify full functionality after customer upgrades
- Liase with Engineering and Product Management to communicate requirements based on customer feedback
- Lead customer training sessions to demonstrate new features and functionality
- Contribute to knowledge base articles
- Occasionally perform some UI validation/QA
- 2-5+ years in Technical Support or Technical Account Management
- Exceptional troubleshooting acumen, problem-solving ability, and root cause analysis
- Excellent presentation, written and verbal skills
- Strong knowledge of software development lifecycle and software architecture
- Self-motivated, results driven, and technology enthusiast
- Strong SQL and Linux expertise
- Background working at a software analytics company a plus
19
Product Support Analyst Resume Examples & Samples
- Positions in this function are responsible for direct customer service of non-insurance related products (i.e. Ingenix products)
- May provide technical expertise, problem triage, instructions or general non-sales customer support
- Must be able to work in a very demanding detail-oriented job
- Must be able to maintain a high level of focus on fulfilling the requests
- SalesForce.com experience
- 1+ year of Technical Help Desk experience
20
Product Support Analyst Associate Resume Examples & Samples
- Provide the highest level of technical support to our end-users in hospitals and insurance companies using our products (WinStrat, WebStrat, EASYGroup, and WebServices)
- Provide technical problem resolution on a wide variety of issues ranging from general questions through in-depth and complex technical issues as installation, integration, and interfacing
- Provide friendly first-level contact to our customers via e-mail and phone. Work with them to identify the problem and gather appropriate information
- Provide accurate logging of problem, all correspondence, and resolution within CRM (Onyx)
- Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel
- Act as a liaison between customers and internal support staff (regulatory, development, coding) to assure accurate problem interpretation and resolution
- Maintain communication with customers during the problem resolution process, utilizing superior customer service and communication skills
- Maintain in-depth knowledge of company supported products
- Review and update Customer Support documentation as assigned
- Advanced proficiency typing and using standard software applications
- Available to be on-call 24x7 1 day a week (subject to change depending on size of the team)
- Associate's Degree or higher
- Prior help desk and/or health care industry experience
- Knowledge of IIS, SQL, UNIX, Cobol, and other software applications and environment variables
- Familiarity with working in a high-volume, fast-paced environment
- Demonstrated ability to effectively communicate by phone, e-mail, or in person
- Must be able to learn new technologies quickly
21
Advertising Product Support Analyst Resume Examples & Samples
- Develop deep knowledge within a complex product group
- Investigate and prioritize advertising issues, escalating to a specialist when appropriate for further troubleshooting or de-bugging
- Own tasks end-to-end until they are assigned to specialist
- Discern product confusion from bugs, identify solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome
- Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team
- Partner with product support group specialists to identify solutions to advertising bugs and product confusion
- Facilitate a high-end customer experience related to support for advertising bugs
- Mentor team members and own product support areas
- Must be available to work onsite at a Menlo Park location and will require some on-call work**
- Minimum of 1 years’ of experience with product technical support
- Minimum of 1 years' experience in SQL
- Online advertising experience
- Experience using Facebook products
- Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
- Aptitude to support complex products
- Ability to overcome a product learning curve
- Ability to think critically and problem solve
22
Product Support Analyst Resume Examples & Samples
- Experience in third party integrations to propietary software platforms
- Researches questions and troubleshoots issues pertaining to our integrated service connections
- Experience as a systems and/or business analyst
- Work closely with Product Owners, Developers, Quality Assurance and Application
- Support teams to implement service requirements and communicate service enhancements
- Apply mortgage software industry services knowledge to help continue process improvement and team communication
- System tests services changes and coordinates release schedules with our vendors
- Manage deliverables for initiatives and adhere to Mortgage Cadence product development methodologies
- Extract detailed service requirements from user stories scenarios and high level business requirements
- Maintains cross system data mapping and service provider overviews for service integrations
- Experience in XML format and mapping
- MISMO experience is a plus
- Consults frequently with our internal customers to ensure a complete understanding of their needs and concerns
- May conduct training sessions and overviews of new services for internal staff
- Minimum 3 years of experience in a successful and professional service analyst role
- Well developed oral, written and listening skills
- Proficient in Microsoft Office Suite Word, Excel, PowerPoint, Project, Visio, SharePoint
- Proficient in Development Requirement Management Tools SQL, XML, TFS
- Ability to document detailed functional requirements with an eye on usability and auditability
- Excellent analytical and problem solving skills with a close attention to detail
- Experience with XML, data field mapping, and technical support
- Experience in the mortgage industry with emphasis on loan origination and fulfillment in retail, correspondent, broker and or secondary marketing
- Bachelor's Degree in a related area or equivalent IT project management experience
- Working knowledge of MISMO
- Experience with Web based software applications
- Experience with Hybrid Agile software development methodology
- Process focused mindset
- Results oriented attitude
- Desire to make a difference Attention to detail and accuracy
- Ability to prioritize and coordinate multiple projects simultaneously Creative, outgoing and professional demeanor
- Proactive team player Acute analytical and problem solving skills
- Ability to organize and coordinate technical projects with external vendors and clients
- Location Negotiable: Denver, CO or Minneapolis, MN*
23
Product Support Analyst Resume Examples & Samples
- Ensure results of root-cause analysis are addressed
- Participate in project reviews
- Perform all duties as assigned
- Basic knowledge of software products
- Strong oral and written communication for dealing with a distributed global product team
- BS Engineering/Computer Science or equivalent technology experience required
- Three to five years experience in technical product support
- Two years minimum experience in technical QA
24
Product Support Analyst Resume Examples & Samples
- Process and raise required requests/transactions and make sound decisions related to customer requirements
- Follow all compliance and security measures relating to client data
- Take action on process transactions and handle the same with proper research
- Adhere to process quality metrics and strive to exceed the monthly/annual quality & productivity targets
- Adhere to process norms and structure
25
Technical Product Support Analyst Resume Examples & Samples
- Responsible for providing post-sales technical product support
- This includes, but is not limited to, analyzing customers’ business needs and developing technical requirements, preparing technical responses to Requests for Proposals (RFPs) and quotes
- Configuring integrated solutions to meet customer needs and implementing client solutions
- May act as a primary point of contact between customer’s technical staff and the enterprise’s development/engineering organization
- Serves as technical consultant to the sales team and must have a broad knowledge of multiple computer environments, platforms and technologies and in-depth knowledge of the enterprise’s products
- Oversees one or more projects on an ongoing and regular basis
- Individually, or as part of a team, responsible for project planning and statusing, risk management, and issue resolution
- Duties may include: assembling project team, assigning individual responsibilities, identifying appropriate resources needed, developing schedules to ensure timely completion of project, communicating project status and issues to team and management, acting to reduce risk and resolve issues
- Coordinates with other projects and work groups
- Independently oversees small to large scale complex projects or phases of a larger project
- Oversees various projects of a complex nature
- Develop project plans specifying goals, strategy, scheduling, identification of risks, and contingency plans
- Work closely with the end users, business technologies, and others to understand and prioritize business goals and information needs related to the project
- Conducts R&D and advance problem resolution. Collaborates with help desk and development
- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
- Bachelor’s degree in computer Science, Information Systems, or other related field. Or equivalent work experience
- 4- 6 years of high- tech industry and/or IT work experience in product engineering, development and/or support functions
- Experience in computer networking, including: MS Server, MS SQL and Citrix platforms
- Conceptual understanding of current technologies and methodologies to plan and communicate effectively with project team and sponsors
- Experience with project management methodologies and techniques, and their application in business and technical environments
- Experience with applicable business process sufficient to communicate and consult with team members, customers and management
- Experience managing multiple projects or large project with complex inter-dependencies
- Experience developing and managing project budgets
- Experience facilitating meetings
- Verbal communication skills sufficient to explain business needs to technical personnel and technical information to users
26
Ghrs, Product Support Analyst Resume Examples & Samples
- Working closely with the Academy Program Manager in identifying program structure and develop detailed task plan
- Build strong relationships through partnering cross functionally and effectively communicating progress
- Aid in the creation and maintenance of standardization curriculum including business process flows, system workflow diagrams, and training content across all support HR products
- Track voice of the customer and enhancement requests for review and resolution
- Candidate should have college degree or similar qualification
- 1-2 years of relevant work experience in a similar role
- Self-directed and capable of working effectively in a dynamic environment
- Working knowledge of training-related content and/or training systems (Captivate, Cornerstone, etc.)
- Training experience (training multiple people with varying degrees of learning style/s)
- Experience in collaborative learning methodologies
- Consistent delivery on commitments - great organizational and project management skills with exceptional follow through and attention to detail
- Knowledge of Kronos, PeopleSoft, Salesforce, or other HR system experience
27
Ghrs, Product Support Analyst Resume Examples & Samples
- Become a subject matter expert on one or more HR solutions utilized by Amazon including digital document management, time and attendance, Amazon Hub, PeopleSoft and other systems
- Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Communicate effectively across teams to meet project timelines and deliverable
- Systems support experience, previous participation in system testing and system implementation activities a plus
28
Ghrs, Product Support Analyst Resume Examples & Samples
- Become a subject matter expert on multiple HR solutions utilized by Amazon including digital document management, time and attendance, PeopleSoft, Salesforce, and other systems
- Solve complex customer issues and drive operational excellence in everything we do. This includes creating processes and procedures, then automating them to improve efficiency in our day-to-day tasks and projects
- Respond to system inquiries and troubleshoot complex system issues, provide ongoing technical and user support, lead root cause analysis
- Build strong relationships through deep problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress. This include partnering with large stakeholder groups
- Track system issues and trends and enhancement requests for review and resolution by technical teams
- Lead UAT for new tools and system enhancements initiatives including planning, facilitation and execution of testing, and training tasks
- Coach/mentor analysts and BAs on testing process
- 2 – 8 years of relevant experience
- Systems support and testing experience
- Strong technical aptitude and analytical skills, comfortable working with and analyzing large set of data
- Bias for action, solid sense of accountability and sound personal judgment
- Knowledge of Salesforce, PeopleSoft, Kronos or other HR system experience
29
Ghrs, Product Support Analyst Resume Examples & Samples
- Become a subject matter expert on one or more HR solutions utilized by Amazon including digital document management, time and attendance, PeopleSoft and other systems
- Provide process/system support, develop and maintain functional user documentation
- Build strong relationships through deep problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Coordinate the logistics of user acceptance testing; schedule testing with end-users, reserve facilities, prepare equipment and materials
- Candidate should have a college degree or similar qualification
- Systems support experience, previous participation in testing activities a plus
- Strong technical aptitude and analytical skills, comfortable working with and analyzing data
30
Product Support Analyst Resume Examples & Samples
- Experience in Microsoft Office and OS products
- Bilingual (English-Spanish) - Required
- Demonstrated strong communication and interpersonal skills
- Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment
- Ability to troubleshoot technical situations and thoroughly document all relevant details
- Ability to regularly multi-task and prioritize tasks and responsibilities
- Customer Service, Help Desk, NOC or other client facing troubleshooting experience preferred
- Mainframe experience preferred
31
Product Support Analyst, Tues-sat PM to PM Resume Examples & Samples
- Problem isolation: Includes the gathering of appropriate problem description, client information, determining the component of the product or services affected, determining severity level, determining business impacts to the client, and entering this information into the CSG defect tracking system
- The Product Support Analyst serves as the first point of contact for problem solving on behalf of the client and works with internal teams and resources to identify and communicate resolution to the client
- Experience in Microsoft Office and OS products
- Demonstrated strong communication and interpersonal skills
- Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment
- Ability to troubleshoot technical situations and thoroughly document all relevant details
- Ability to regularly multi-task and prioritize tasks and responsibilities
- Customer Service, Help Desk, NOC or other client facing troubleshooting experience preferred
- Mainframe experience preferred
32
Mobility Product Support Analyst Resume Examples & Samples
- Experience with operational deployment activities, including analyzing SOPs and TTPs, strategic messaging, operational readiness reviews, and fielding inquiries
- Experience with knowledge management portals, including site content management
- Experience with graphics design and illustration support for a large DoD PMO
- Experience with developing high-level briefing materials for GS15s and above
- Experience with process mapping and process improvement expertise
- Knowledge of iOS, Android, BlackBerry, and Windows mobile operating systems
- Experience with managing and executing an end-to-end product deployment life cycle
- Experience with request fulfillment processes and US government ordering portals
- Knowledge of IT management principles, including ITIL and the DoD Enterprise Service Management Framework (DESMF)
- Ability to be detail-oriented
- Possession of excellent oral and written communication skills, including interfacing with external customers
33
Product Support Analyst Resume Examples & Samples
- Will be responsible for a variety of clientele and different processes with the ability to dive in and ask questions to understand product and client
- Ability to write simple SQL
- Must be detail oriented and possess strong organizational skills
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Product Support Analyst Resume Examples & Samples
- Proficiency with Microsoft Word (creating/saving new documents), Excel (creating simple graphs and sorting data), and Outlook (sending/receiving emails)
- Available to work 40 hours per week during standard working hours Monday through Friday and an on call rotation which could fall once a week quarterly (this includes 24/7 support for 1 week Monday through Sunday)
- Associate's Degree (or higher)
- 2+ years of experience a in customer service role or as a product support analyst
- Previous experience working with RDP (Remote Desktop protocol)
- Previous experience documenting support activities in a ticket tracking system
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Product Support Analyst Resume Examples & Samples
- Ability to perform each essential duty satisfactorily
- Ability to work independently in a results-oriented manner
- Ability to read, analyze, and interpret operational procedures, business systems, and financial reports
- Ability to effectively present information to peers, clients, vendors, and top management
- Ability to deal with abstract and concrete variables and concepts
- Ability to organize testing and conduct testing in a systematic manner
- Ability to analyze business requirements, effectively present them in writing, and implement them in practice
- Understands relational databases and can guide the development of such based on existing knowledge of business process and potential changes to business processes
- Understands Third Party reimbursement for physicians and/or hospitals
- Understands hospital and/or physician EDI functions related to: Eligibility & Coverage Inquiry, Claim Submission, ERA and EFT
- Provides operational support for applications, supporting the business and other IT areas by providing status and recommending solutions where there are system issues and coordinating resolution of issues with Customer Support and Development
- Supports annual audit reviews (e.g. internal & external audit for application and change control, Sarbanes Oxley, etc.)
- Possess proficient skills inMicrosoft Office including
- Microsoft Power Point
- A strong technical background is a significant plus
- SQL knowledge is a significant plus
- Has experience in the analysis and design of physician practice management systems and hospital patient accounting systems
- Understands flow processes of a provider and payor type system
- Has EDI experience related to: Eligibility & Coverage Inquiry, Claim Submission, ERA and EFT
- Successful experiences in understanding end-user business perspectives and translating to create user models, use cases, user interface designs, and business process improvements
- Has experience in the management of projects
- Has excellent analytical skills
- Has a good appreciate for modern information technologies including: relational databases, Internet technology, workflow, and process redesign
- Has a strong customer focus and is results driven
- Shows strong initiative, innovation, and motivation
- Has strong interpersonal and communication skills
- Is a team player
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Senior Product Support Analyst Resume Examples & Samples
- Passion for solving client challenges and commitment to client delight
- Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team
- Both attention to detail as well as the ability to see the high level view
- Positive, proactive and can-do attitude
- Fluency in social media platform
- Case Audits
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Product Support Analyst Resume Examples & Samples
- Utilize appropriate knowledge resources to drive resolution of applicable problems/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
- Understanding of supporting incident management processes
- Consistent Working Hours are Monday thru Friday (40 hour work week) in the office
- On Call rotation which could fall once a week quarterly. This includes 24/7 support for 1 full week Monday thru Sunday
- Basic Microsoft Office skills - Microsoft Word (Creating/saving new documents) and Outlook (sending/receiving emails)
- Associates Degree (or higher)
- Experience in technical troubleshooting
- 2+ years of experience in customer service role or as product support analyst
- Previous experience working with RDP (Remote Desktop
- Basic Microsoft Office skills - Excel (creating simple graphs and sorting data)
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Product Support Analyst Resume Examples & Samples
- Facilitate resolution of customer inquiries or problems by answering questions or performing problem isolation, resolution and follow-up
- Problem isolation's includes the gathering of appropriate problem description, client information, determining the component of the product or services affected, determining severity level, determining business impacts to the client, and entering this information into the CSG defect tracking system
- Serves as the first point of contact for problem solving on behalf of the client
- Associates Degree Equivalent Experience required
- Bilingual (Spanish) fluent in both reading and writing required
- Ability to communicate effectively in order to diagnose and solve customer issues
- Ability to plan and organize work in an effective manner
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EMV Product Support Analyst Resume Examples & Samples
- EMV Contact specifications: MasterCard, Visa, Amex
- EMV Contactless/NFC specifications: MasterCard, Visa, Amex, Discover, JCB, Interac, eftpos, and Google
- Operating and embedded systems
- Expertise in all phases of systems analysis
- Software development principles including Agile and SCRUM development
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Product Support Analyst Resume Examples & Samples
- Answering questions related to resetting passwords, setting up staff and shifts, and troubleshooting any other questions that the user may have about the PS3 systems and its accompanying modules. Questions from customers may come via email or phone, so the candidate should have both excellent verbal and written communication
- Supporting customers on both access and functional questions about the PS3 scheduling application (including both the ShiftMaker application used to create, edit and maintain schedules as well as the MySchedule internet application, PS3TI (the interface to Payroll), and any other applications or modules added)
- Responding to requests and inquiries from clients
- Investigating and resolving problems related to use of the system
- Identifying solutions to work around open issues/problems per the team's regional standards
- Documenting and tracking case histories, issues, and actionable steps taken
- Performing research, testing, and providing recommendations
- Improving documentation of support policies and procedures
- Performing quality assurance testing of new software releases
- Providing technical support training to other team members
- Helping to create, maintain and update a Trouble Shooting Guide for the PS3 Support team and helping to create and edit other application support documents as needed
- Strong knowledge base of PS3
- Fundamental understanding of internet
- Broad understanding of Microsoft Office products
- Ability to communicate with a wide variety of people both verbally and in writing
- Able to assist in identifying project scope, outline steps for completion, and manage project deadlines
- Process improvement and measurement skills
- Interpersonal, presentation, communication, and negotiations skills
- Excellent attention to details with superb follow-through
- Ability to handle fast-paced multi-tasking environment
- Ability to meet timelines and deadlines given
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Product Support Analyst Resume Examples & Samples
- Responsible for responding to product application support questions from customers regarding the company’s software
- Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions
- Monitor, gather and analyze data from various product sources in order to determine significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development and engineering groups
- Requires solid organization skills and the ability to work in a fast paced environment
- Basic knowledge and experience with MS SQL
- Experience troubleshooting in Windows environment
- Maintains a positive attitude in an ever changing environment
- Detailed knowledge of software support and tools for customer applications
- Excellent interpersonal skills and written/verbal communication skills
- Excellent customer service orientation, balancing customer and McKesson priorities
- Solid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problems independently and as a team
- Excellent organizational skills and the ability to work on multiple issues at one time throughout the day
- Ability to multitask and prioritize time sensitive issues
- Knowledge of Paragon Nursing (RN) and Emergency Department Management (EDM) preferred
- Understanding of nursing work flow is preferred
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Product Support Analyst Resume Examples & Samples
- Provide technical support for Accuity products, installed behind our clients’ firewalls, across the entire client portfolio
- Interact with technical team members of the client staff
- Liaise with Accuity Software Engineering and Professional Services team members while trouble shooting complex, escalated client issues
- Provide post-sales support for clients and prospects to help support the sales operation
- Use appropriate software tools to diagnose proper resolution of customer questions and problems
- Manage and develop procedures to ensure quality support for all Accuity products
- Experience with relational database management tools (MS Access, SQL Server, Oracle, etc.)
- Experience of working with Apache Tomcat hosted Java applications
- Experience working with and understanding of web services
- Experience working directly with clients in a support capacity
- Experience and understanding of incident tracking and case logging, preferably Salesforce.com
- Strong detailed oriented and problem solving skills
- Strong proficiency in MS Office
- Strong client focused approach to work
- Ability to meet deadlines while working under pressure
- Bachelor’s degree in a technical field (i.e. CS, MIS) or 3 years professional experience in a technical product support role
- Experience with Microsoft batch file scripting
- Basic experience with programming (VB, C++, C#, Java, Python, etc.)
- Process improvement / refinement experience
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Product Support Analyst Resume Examples & Samples
- To support adoption of our Products by
- To feedback new requirements identified during training back into the Product Team for prioritisation
- To create and communicate release notes when product changes are made
- Create a social media presence online and create a product following that can support rollout and adoption
- To manage and support User Acceptance Testing with appropriate stakeholders
- To engage and collaborate within team retrospectives to support continuous improvement and adhere to quality standards
- To adhere to the requirements engineering framework, including the elicitation, analysis and validation of requirements
- To be able to apply business analysis techniques to various delivery methods, including traditional and agile/lean
- To produce and manage requirements documentation to the required level throughout the change lifecycle
- Experience in the determination and documentation of business requirements for existing and new systems (Desirable)
- Experience in performing System and User Acceptance Testing (Desirable)
- Demonstrable strong communication/interviewing skills for both external and internal customers
- Able to effectively communicate at all levels
- Experience in communicating to both technical and non-technical staff
- Has worked with development, technical product and project based teams (Desirable)
- Can demonstrate the commercial awareness required to provide discretion to any business issues that are not for general discussion
- Ability to understand, and document, how systems integrate and interface from a business perspective
- Can demonstrate business analysis techniques within an Agile delivery environment (Desirable)
- Agile / Lean principles and values (Desirable)
- SCRUM (Desirable)
- Kanban (Desirable)
- Domain knowledge of Construction processes (Desirable)
- Degree level education in a relevant subject matter or equivalent
- Equivalent or equal to a 2.1 or above (Desirable)
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Product Support Analyst Resume Examples & Samples
- Ability to receive, record, and classify / prioritize inbound user requests
- Ensure proper documentation of customer problems / issues (e.g., research conducted, steps required, final resolution)
- Identify recurring product problems / issues for inclusion in applicable support documentation
- Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)
- Responsible for classification, categorization, and prioritization of incidents
- When necessary, triage to other appropriate business teams / units to satisfy user request, while remaining primary contact with client through resolution cycle
- Ability to troubleshoot and resolve issues
- Utilize appropriate knowledge resources to drive resolution of applicable problems / issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
- Facilitate and participate in advanced troubleshooting sessions with Level 2 / 3 Engineers
- Basic skills with Microsoft Office including Microsoft Word (creating / saving new documents) and Microsoft Outlook (sending / receiving emails)
- Ability to work in the office Monday through Friday (40 hour work week) consistently and an on call rotation which could fall once a week quarterly (this includes 24/7 support for 1 full week Monday through Sunday)
- Previous experience working with RDP (Remote Desktop)
- Basic skills with Microsoft Office including Microsoft Excel (creating simple graphs and sorting data)
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Product Support Analyst Resume Examples & Samples
- Interpersonal, verbal, and written communication skills
- Customer-centric and motivated to help people
- Excels in a fast-paced, agile team environment
- Problem solving, analytical, and critical thinking skills
- Driven to accomplish individual and team goals through personal organization and time management
- Technically competent with knowledge of MS office and proficient with relevant tools and technologies
- Dependable and reliable attendance
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Product Support Analyst Resume Examples & Samples
- 20%
- BA/BS in applicable field
- 2+ years relevant work experience in software support and/or training
- Experience in client services and/or customer support
- At least an intermediate knowledge level of Microsoft Office Excel
- These skills are a Plus
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Product Support Analyst Resume Examples & Samples
- Exceptional skills in English (Witten & Oral)
- Ability to educate customers on policy and product questions
- Ability to prioritize effectively according to changing circumstances and manage multiple tickets while maintaining strict attention to detail
- Ability to follow processes without being blinkered by them
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Application Product Support Analyst Resume Examples & Samples
- 5+ years of experience, preferably Tier 1/2 System Support or have a Development background
- Excellent Communication Skills
- Strong analytical and logical thinking skills
- Software development experience using current tools and technologies : Java – J2EE, JSF, Javascript, Spring, Angular
- Knowledge of SQL/PL SQL in ORACLE and/or DB2
- Experience writing technical specifications, preferably at a financial services company (not mandatory but a plus)
- ITIL Foundation Certification (not mandatory but a plus)
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Product Support Analyst Resume Examples & Samples
- Technically competent
- Interpersonal and verbal and written communication skills
- Customer centric and motivated to help people
- Ability to accomplish individual and team goals through personal organization and time management
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Product Support Analyst Resume Examples & Samples
- Provides moderate advise and consultation of customers, internal sales reps and product managers on applications, product performance and installation critical topics
- Assists in proposal preparation by providing input and clarification for technical details
- Participates in the technical training of staff and clients in use of company products
- Undertakes product installation and complex customization, collaborating with engineering staff and clients
- Responds to customer enquiries and assists in resolving complex problems during installation phases of project
- Participates in product technical reviews, impact assessments of new releases and reviews of competitive activity, and recommends product enhancements to engineering and sales staff
- Prepares documentation regarding modifications, troubleshooting procedures and problem resolutions
- Undertakes troubleshooting, at customer site, as required for complex problems
- Provides technical guidance and direction to less experienced staff
- Follows and ensures compliance to workplace operating and environmental, health and safety procedures and guidelines
- Bachelor’s degree in Engineering
- 3-5 years’ experience in technical support or customer service
- Knowledge of GPS/IMU technology
- Working knowledge of Mapping and Surveying Industry
- Ability to present technical information in understandable form for non-technical recipients
- Working knowledge of the company’s products
- Excellent interpersonal and communications skills (verbal and written)
- Ability to manage stressful situations
- Requirement to be available and respond to off-duty calls on a 24/7 basis
- Ability to set priorities and meet deadlines as well as remain flexible
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Product Support Analyst Resume Examples & Samples
- Monitoring of scheduled daily file loads or extracts
- Manual execution of file loads or extracts
- Distribution of data to downstream applications or repositories
- Placement and retrieval of files via SFTP
- Adhere to internal and external service level agreements
- Monitor customer delivery schedules and notify internal teams when files are not delivered or processed according to the schedule
- Working knowledge of SQL and related tools
- Working knowledge of Microsoft Office and related tools
- A positive, “can do” attitude is required
- An ability to manage multiple tasks and assignments to meet deadlines is required
- Strong verbal and written communication skills are preferred
- Basic understanding of information systems, process flows, and applications is required
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Product Support Analyst Resume Examples & Samples
- To create, implement and maintain testing plans for changes affecting the Cards & Consumer Lending portfolios
- Developed ability to reason conceptually and solve complex business problems through input of suitable business solutions
- Experience with Citi systems (ECMS, CI, Eclipse, COPS) desirable
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Product Support Analyst Resume Examples & Samples
- May require coaching and mentoring. May provide coaching and mentoring to others
- Guidance provided with infrequent direct supervision
- Solid troubleshooting skills and the ability to identify the root of issues and solve re-occurring technical problems
- Work on multiple issues at one time throughout the day
- Requires solid organization skills and the ability to work in a fast- paced environment
- Willingness to get involved in solving issues they are not directly involved in
- Microsoft SQL experience highly preferred
- Healthcare experience in laboratory, radiology or nursing is highly preferred
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Product Support Analyst Resume Examples & Samples
- Basic Microsoft Office skills including Microsoft Word (creating / saving new documents) and Microsoft Outlook (sending / receiving emails)
- Ability to work in the office Monday through Friday (40 hours per week) consistently and an on call rotation which could fall once a week quarterly (this includes 24 / 7 support for 1 full week Monday through Sunday)
- Basic Microsoft Office skills including Microsoft Excel (creating simple graphs and sorting data)
- Knowledge of applicable industry regulations / standards (e.g., coding, CMS, ICD-10, CPT, HL7)
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Product Support Analyst Resume Examples & Samples
- Support Client Management and customer contacts with technology & product questions specific to PTA product deployment, implementations, escalations and resolution of issues related to technology. Responsibilities include, but are not limited to, facilitating travel program technology support, providing assistance with the on-line booking tool including maintenance, implementations or escalations, Interact with AMEX client management and our customers to provide consultation around technology and tools utilized in the day to day travel program. Leverage project management and analytical skills to support multiple programs and projects. Responsibilities
- Participates in technology consultation with client management and partner with client conversations as applicable
- Consult and partner with sales, client management and the client to understand technology requirements
- Set up reporting applicable to any technology product used in the travel programs
- Provide ongoing project updates as needed to ensure understanding and timely completion
- Research and resolve escalated issues for online booking tools, products such as PTA and general technology utilized in our AMEX travel programs
- Assists with OBT and product (PTA) implementations specifically related to a clients program
- Interface with clients, CGM’s and all AMEX technology groups that support products and online services for client programs
- Generates creative ideas to ensure products are used effectively
- Gathers and shares best practices across clients and segments
- Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format
- Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines
- Provides overall Technology Client Program support to the Client General Manager
- Provides support and engages directly with the Client as needed and oversees execution of the technology program action plans
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Product Support Analyst Resume Examples & Samples
- Accurately record all technical support requests from customers in Salesforce; provide the caller with accurate information that will resolve the problem; and close the case in Salesforce
- Request assistance from a Technical Support Specialist II for problems that cannot be resolved quickly
- Follow up on open cases, bug tickets and record all call completion information received from the Customer Service Manager or Technical Support Specialist II
- Maintain a thorough working knowledge of DocSTAR products, SOP’s, service issues, bulletins, and other documentation or information which will assist in the resolution of customer problems
- Communicate all unusual situations regarding technical and/or dealer related problems, to the Customer Service Manager
- Assist on special projects as assigned
- Maintain all company issued property and publications in good condition
- Conduct oneself at all times in a manner beneficial to the company and its reputation, mindful that end user satisfaction with DocSTAR equipment and personnel is vital to our success
- All other tasks as assigned by the manager
- This list of principal responsibilities is a working document and as such may not be complete. The list will be supplemented as necessary
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Product Support Analyst Resume Examples & Samples
- Acquire a detailed knowledge of the Ticketmaster ticketing platforms
- Keep abreast of new products and technologies pertinent to Ticketmaster
- Be responsible for responding to all International business’ requests for support or information on the ticketing systems and associated products’ functionalities
- Prioritise support requests appropriately and apply the processes and procedures defined by the Product Support Senior Management to maximise service levels
- Test any problems reported and take the appropriate measure to correct them and manage the bug process
- Work with the Tier 2 support teams to ensure that escalated issues are resolved as quickly as possible
- Take ownership of reported issues and work with the relevant groups to resolve these
- Provide basic training sessions on the ticketing system and product functionalities, and work with Ticketmaster training department to ensure repeated requests and issues are addressed
- Participate in the management of business disruptions, in fixing issues where appropriate and in communicating progress to the business on behalf of Technology
- Take a proactive role in promoting the department and ensuring that it is at the forefront of the Ticketmaster business
- Provide a first-class, customer-focused service
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Product Support Analyst Resume Examples & Samples
- Provides in-depth product support to FIS clients by resolving incoming inquiries
- Investigates and responds to customer product inquiries via telephone or in written internet-based email
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
- Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes. Assists clients with testing, troubleshooting, and identifying system enhancements
- Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters
- Creates and manages internal and external systems and procedural documentation
- Possesses interpersonal skills and technical product knowledge necessary to respond to daily client-centric activities
- Other related duties assigned as needed
- Prior customer service or finance related experiences a plus
- Knowledge in programming, business analysis or implementation of software products a plus
- Extremely comfortable working with computers and a variety of applications
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Advertising Product Support Analyst Resume Examples & Samples
- Minimum 1 year of experience with product technical support
- Bachelor, Associate, or Technical degree preferred in Math, Statistics, Computer Science, Information Systems, or similar field
- Online advertising experience preferred
- Experience using Facebook products preferred
- Technical background a plus
- SQL proficiency
- Adaptable to fast paced environment
- Active Social Media user
- Support a rotating on call support schedule
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Project & Product Support Analyst Resume Examples & Samples
- Support existing training initiatives and personnel to ensure timely project delivery and client satisfaction while also anticipating emerging needs in operations, training and development
- Support the Project & Product Deployment Manager to ensure all employees are trained in new initiatives and acquisition integrations in designated areas of responsibility. Monitor progress and efficiency levels to ensure compliance to ADESA standards
- Support the Product & Project Deployment Manager to manage the supply and equipment that the department needs along with developing strategies to improve each department on both national and local levels. Not all auctions are created equal
- Ensure the auction departments are properly staffed during deployment and integration. May assist in developing and posting work schedules for all Department employees
- Identify top performers in the field to compliment the deployment team
- Play a key role in the creation of training materials/media to promote improvement in behaviors, acquisition of knowledge, skill or abilities and conduct refresher courses for existing personnel on relevant existing subject areas
- Review and implement certification content and processes that comply with industry educational requirements while monitoring all areas for condition, safety and corporate standards
- Field calls from deployed auctions and answer questions about the product/project assigned to them. Calls may come after hours
- Ensure proper follow-through on all directives, bulletins and schedules from the Corporate Office. Maintain a good flow of communication within the Corporation
- Maintain and promote positive employee relations and morale by practicing sound leadership and human relations principles to promote teamwork at all times. Set a good personal example of attitude and performance. Follow through and communicate employee relations problems to the designated manager
- Bachelor’s Degree preferred with two (2) to three (3) years of experience in the auction industry or similar experience required
- Excellent customer service skills. The auctions are our customers
- Ability to interact professionally and inspire those around you to be their best
- Moderate travel is required
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Product Support Analyst Macro Helix Resume Examples & Samples
- 2+ years of experience as a pharmacy technician in a retail or hospital environment (Preferably in the last 1-2 years)
- Familiar with Microsoft Office Applications
- Strong organizational skills with the ability to work through a large case load per SLA requirements
- Strong Troubleshooting, Critical thinking and Analytical skills
- 4-year degree in business or related field preferred but not required
- Excel knowledge a plus
- Working knowledge of a wide variety of software, hardware & PC operating systems is highly preferred
- Demonstrated ability to handle calls & act as resolution point for issues, & prevent issues from escalating further is preferred
- Knowledge of the 340B program is highly preferred
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Product Support Analyst Resume Examples & Samples
- Monitoring of field Warranty claims / Tow-in data for defect trends / Long term durability trends and reporting of market quality topics to respective factories / manufacturers for all models
- Support of the Dealer network / Technical helpline / Technical Quality Managers by supplying technical information and repair information for the entire vehicle population
- Provides technical assistance and provides requested information support to Technical Field Force
- Approve and edit TPIs for the Canadian market
- Market liaison and relationship with assigned VW/Audi factories
- Provide technical support to other internal departments
- Perform initial analysis on retuned warranty parts as requested by VW / AUDI AG
- Identify product improvements based on information from all available data sources
- Establish and provide technical reports as requested
- Support the New Model Launch process readiness
- Support the technical literature accuracy, translation and availability
- Support the dealer tools and equipment programs
