Technical Product Analyst I

Role overview Provide technical support to customers using a business software product, handling incoming cases from intake through resolution. You’ll manage work in a support queue, build product knowledge, and keep customers and internal stakeholders informed as cases progress.

Responsibilities - Monitor the application support queue and take cases according to service-level guidelines. - Log, categorize, and update tickets, recording customer interactions, actions taken, status, and next steps. - Troubleshoot incoming issues and work toward resolution within product and support procedures. - Follow up with customers and stakeholders, and participate in calls or meetings about assigned cases. - Track performance against service measures such as follow-up compliance, first-contact resolution, and time to resolve. - Pursue training to expand knowledge of the supported software.

Requirements - At least one year of help desk or customer service experience. - At least one year of scripting experience, such as SQL, Progress, or PowerShell. - At least one year of basic PC troubleshooting or repair experience. - At least one year of experience with Microsoft Office. - Must be at least 18 years old.

Nice to have - An associate or bachelor’s degree in IT or a related field, or a programming background. - Experience with Windows workstation or server operating systems, networking, TCP/IP, DNS, or antivirus tools such as CrowdStrike or Carbon Black.

Benefits and work setup The listed hourly pay range is $17.50–$19.00, with eligibility for an incentive plan. Benefits may include medical, dental, and vision coverage, paid time off and holidays, retirement savings, employee stock purchase, disability coverage, tuition assistance, and family-building support. Availability may depend on role, location, or hours worked.