Technical Product Analyst I - Image RPS

Role overview Provide entry-level technical customer support for a software product, managing incoming cases from initial review through resolution. The work combines ticket handling, basic troubleshooting, customer communication, and ongoing learning about the supported application.

Responsibilities - Monitor the application support queue and take cases in line with service-level guidelines. - Investigate reported issues and work them toward resolution using established procedures and tools. - Record customer interactions, actions taken, case status, and next steps throughout the ticket lifecycle. - Keep customers and other stakeholders informed according to follow-up expectations. - Participate in calls and team meetings focused on assigned customer issues and case resolution. - Build product knowledge through training and meet service measures such as follow-up compliance, first-contact resolution, and time to resolve.

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

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

Benefits and work setup - The source lists healthcare, paid time off and holidays, volunteer time, employer-matched retirement, stock purchase, disability coverage, tuition reimbursement, and family-building assistance. Availability may vary by role, location, or hours worked.