Product Analyst

Classification: Contract
Contract Length: 10 months
Location: Nashville, TN

Position Summary:
We are seeking a detail-oriented and customer-focused Product Support Specialist to provide Tier 1 and Tier 2 support for our newly built application

Responsibilities

• Manage and resolve Tier 1 and Tier 2 support tickets
• Work closely with customers to gather information, troubleshoot issues, and provide timely updates
• Collaborate with product, engineering, and development teams to resolve complex issues and ensure a smooth user experience
• Identify recurring issues, analyze trends, and support root cause analysis efforts for long-term resolution
• Document issues, steps to resolution, and any required follow-up actions
• Communicate effectively with customers when issues are resolved or when additional details or clarification are needed
• Escalate critical problems to product and development teams as appropriate

Requirements

• Experience in product support, application support, or customer-facing technical troubleshooting (Tier 1 or 2 preferred)
• Strong analytical and problem-solving skills with the ability to identify patterns and potential root causes
• Excellent verbal and written communication skills, with the ability to work directly with customers in a professional and empathetic manner
• Ability to collaborate with cross-functional teams in a fast-paced environment
• Familiarity with ticketing systems and issue-tracking tools is a plus