Product Support Analyst (BI)

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our business intelligence (BI) team. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service. 

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for our stakeholders, collaborating closely with our BI analyst and BI dev team, and cross-functional teams. 

Key Responsibilities: 

• Provide Technical Support: Serve as the primary contact within our tier-2 team to investigate customer-submitted tickets and issues related to, but not limited to, access requests, data discrepancies, triaging tickets as needed, and the escalation of bugs or critical incidents. 

• Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with customers. Ensure timely resolutions and updates are provided in our JSM ticketing system. 

• Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution. 

• Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base. 

• Improve Customer Experience: Identify recurring issues and recommend solutions to improve customer experience.  

• Test and Validate Fixes: Reproduce customer-reported bugs and verify fixes in different environments. 

• Continuous Learning: Stay updated on product enhancements and new features to effectively support the web application ecosystem. 

Required Qualifications: 

• 2+ years of experience in application support, technical support, or a related role. 

• Strong customer support & documentation skills 

• Excellent communication skills with the ability to explain technical concepts to non-technical users. 

• Proficiency in troubleshooting and debugging issues. 

• Familiarity with relational databases & database languages (SQL, MySQL, T-SQL)