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    Product Support Analyst - Austin, United States - LanceSoft

    LanceSoft
    LanceSoft Austin, United States

    2 weeks ago

    Default job background
    Description
    Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment.

    Product Support Analyst common tasks include:

    troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

    Level Description

    4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.


    • Take calls (incidents and requests for information) from external users (mostly medical providers) of the Texas Unified Licensure Information Portal (TULIP) system and document in HHSC's BMC Helix system.
    • Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
    • Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.
    • Monitor open tickets and escalate as necessary to ensure resolution Years Required/Preferred Experience 4 Required Experience with help desk / service desk services. 4 Required Experience with help desk software (e.g. ticketing systems, knowledge bases). 4 Required (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.) 4 Required (at least 2) High-level knowledge of information technology systems and best practices. 4 Required (at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) 4 Required (at least 2) Experience working with SharePoint Lists. 4 Required (at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users. 4 Required (at least 2) Experience with call handling. 2 Preferred Experience with Remedy / BMC Helix.
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