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Product Support Analyst
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Pay70.00 - 85.00 / hour
LocationRemote
Employment typeFull-Time
Job Description
- Req#: 66513
Role: Product Support Analyst
Location: 100% Remote, Work Location With-in the United States
Contract Role
Job description:
Customer Support
- Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
- Prioritize and escalate issues requiring deeper investigation or development team involvement.
- Serve as potential business point of contact for support-related meetings and/or communications
- Gain necessary knowledge and understanding through available resources and training
User Testing
- Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.
- Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner
and Project Management teams.
- Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
- Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.
Technical Documentation:
- Create comprehensive and clear technical documentation for end users.
- Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
- Collaborate closely with the Product Owner team to gather necessary information.
- Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment
release notes, and newsletter updates.
Customer Relations:
- Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes.
- Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency
(LEA) customers.
- Present outreach findings to the Product Owner team, management, and division leadership.
- Maintain regular communication with customers to understand their needs and concerns.
II. CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years
Required/Preferred
Experience
8
Required
Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
8
Required
Customer Service: Experience in customer service, with strong communication skills.
8
Required
Collaboration: Strong ability to work closely with cross-functional teams.
8
Required
Communication: Excellent communication skills to effectively work with cross-functional teams.
8
Required
Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
8
Required
Training and Support: Experience in training other team members.
8
Preferred
Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.
8
Preferred
Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.About the company
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