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    Senior Product Support Analyst - Grand Rapids, United States - Crowe

    Crowe
    Crowe Grand Rapids, United States

    3 weeks ago

    Default job background
    Description
    Your Journey at

    Crowe Starts Here:
    At Crowe, you have the opportunity to deliver innovative solutions to today's complex business issues.

    Crowe's accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value.

    Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a "Best Place to Work." We are 75 years strong and still growing.

    Come grow with us


    Job Description:


    The Senior Product Support Analyst role works within our Technical Support Services team to support and implement software via assigned tasks.

    This role is working with little guidance to lead initiatives, complete tasks, work with immediate peers, and communicate across the immediate team.


    Responsibilities:
    Applying current and learning new technical skills required to resolve often technically more difficult customer support cases/requests.

    Proactively seeks in-depth knowledge of all the products and code worked on.

    Applying prioritization across different types of requests along with proactively communicating workload and SLA concerns leveraging ticketing system.

    Applying compliance standards across various product areas.

    Creates and updates documentation related to products and services tasked with supporting/implementing.

    Contributes to work process improvement concepts


    Skills:
    Team Leadership - Capable of informally managing interns and other staff. Possibly manages one or two junior team members. Does not look for glory and does not complain about work that needs to be done. Assumes good decisions in others' work. Broadly, you do what you say you are going to do.

    Stakeholder Management -Is able to keep tangential teams informed and expectations managed around everyday work updates. Uses judgement about others' reaction when disclosing information and opinions.

    Hiring and Org Design -A competent interviewer. Follows a structured hiring process and contributes to decisions.

    Developing Others -Recognizes strengths of peers and looks for ways to support those strengths through project work. Invests time in materials or processes to support team growth. Peers see you as an informal coach.

    Identifying Trends - Can recognize trends in customer usage. Appears knowledgeable about trends in their industry.

    Culture and Togetherness -Is conscious of signaling and tries to act as you expect other team members to act. Works to develop good positive relationships. Participates in team activities.

    Troubleshooting - Can troubleshoot and fix errors that would have been solved by a junior employee. Assists with root cause analysis.

    Technical Understanding and Prioritization -Displays a clear technical confidence and understanding, prioritizes tasks and acts accordingly.

    Technical Capability -Has a comprehensive knowledge of the software platform and is able to use more advanced features.

    Compliance Mindset -Able to identify, assess and manage regulatory requirements.

    Standard Operating Procedures - Communicates deviations from standard operating procedures.


    Empathy and Humility - Constantly pushes for a better understanding of the needs and perspectives of those outside your viewpoint.

    Makes sound decisions keeping customer in the forefront.

    Growth Mindset - Open to learning new skills and recognizes weakness in themselves.

    Initiative -Assesses and initiates tasks and projects independently.


    Objectivity and Adaptability - Can change your mind over strongly held beliefs and pursue a new path with no loss of velocity.

    Communication -Communicates with wider
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