Product Analyst - Nashville - HCA Healthcare

    HCA Healthcare
    HCA Healthcare Nashville

    16 hours ago

    Healthcare
    Description

    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

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