Jobs and Careers

Product Support Analyst

United Statesfull_timeVerifiedPosted 28 Jan 2025

About the role

THE OPPORTUNITYAs a Product Support Analyst, you will play a pivotal role in ensuring successful development and delivery of metiRi®, our AI powered financial insights solution used by seven of the top twenty fast-food brands in more than 70,000 restaurants worldwide. You’ll enjoy a tech-focused culture, using the latest cloud-based technology stacks, like Azure. Working within our collaborative finance analytics solutions team, you will contribute to many projects, collaborate with a variety of clients and team members, and be involved across many steps in the product lifecycle.WHO YOU’LL WORK WITHYou’ll work in our Tampa office on our Finance Analytics Solutions team, reporting to the Product Director and supporting users worldwide The Finance Analytics Solutions team at RMS develops data-driven software and ensures the success of our solutions—from understanding customer needs to driving customer success. Our team’s expertise spans product management, project management, implementation, support, and customer success. In this role, you will also collaborate with clients and cross-functional teams on various projects. We take pride in encouraging each other’s career ambitions and you’ll find opportunities for personal development throughout our company. This is a hybrid position coming into the office three days a week (T, W, TH). WHAT YOU’LL DO

Provide expert-level technical support to troubleshoot and resolve user issues, ensuring valuable business outcomes for clients and users.
Communicate with users via phone, chat, email, and support ticketing systems to diagnose issues, assess resolution steps already taken, and guide users to solutions.
Collaborate with users, the Finance Analytics Solutions team, and Software Engineering teams to address and resolve support requests.
Develop deep expertise in the functionality of our finance analytics solutions.
Maintain detailed records of support services provided within the support ticketing system.
Monitor the support ticketing system to ensure timely resolution of user issues.
Create and update high-quality user guides, training materials, and other documentation to enhance the user experience.
Work with clients to provide seamless support.

SKILLS AND QUALIFICATIONS

Bachelor’s degree in computer science, business, marketing or a related discipline.
Excellent interpersonal and customer service skills.
Strong written and verbal communication skills, with the ability to engage both technical and non-technical associates.
Strong analytical, problem-solving, and troubleshooting skills.
Ability to thrive in a dynamic environment and adapt to changing priorities and projects.
Strong sense of ownership and accountability for delivering high-quality results on time.
Self-motivated and capable of working independently as well as part of a team.
Commitment to continually expanding skills and knowledge

PREFERRED

Proven experience as a Product Support Analyst or similar role
Familiarity with hospitality finance and/or multi-unit operations.
Enterprise SaaS, T-SQL and/ or Azure DevOps experience.

BENEFITSAs a full-time RMS employee, you will receive:

100% employer paid HSA medical insurance, or 80% employer paid medical insurance for HMO and PPO plans for you and qualifying dependents,
Dental and vision insurance (80% employer paid)
Basic Life and AD&D insurance (100% employer paid)
Telemedicine (100% employer paid)
401k plan with company matching contribution of 4% of annual gross salary with immediate vesting.
15 business days paid vacation for the first year (pro rata). 20 days after two years, and 25 days after ten years.
8 paid holidays + 1 personal floating holiday
Gym membership or ClassPass (optional)
Access to optional group insurance plans (100% employee paid): Accident, Critical Illness, Hospital, Voluntary Life and AD&D, Long-term Disability, Short-term Disability, and Pet Insurance

WHO WE ARERevenue Management Solutions (RMS) is committed to suppo