Product Support Analyst at Pansophic Learning in Parma, OH

Summary: Pansophic Learning is seeking a Product Support Analyst to provide exceptional, human-centric technology support for their products. This role involves collaborating with customers and development teams to troubleshoot and resolve product-related issues, while also contributing to the development of technical documentation and user training materials. Responsibilities: - Provide technical support and troubleshooting for product-related issues - Document product performance and customer feedback - Collaborate with to resolve issues - Create and maintain support documentation and training materials - Assist in user training and onboarding processes - Monitor product updates and communicate changes to stakeholders - Identify trends and potential improvements based on customer data - Respond promptly to customer inquiries and support tickets in an omnichannel environment - Participate in product testing and quality assurance activities - Maintain knowledge of industry trends and emerging technologies - Document technical issues and solutions in the knowledge base - Handle escalated customer issues and resolve them promptly - Escalate unresolved issues to higher-level support teams - Monitor ticket patterns and volume and report anomalies - Maintain accurate user, organization, and equipment information in the ticketing and asset management system - Collaborate with other to recommend improvements that improve efficiency and efficacy for our support teams - Train, mentor, and support other TSD staff - Ensure concise, clear, and regular verbal and written communication with ticket requestors for all active tickets encountered - Adhere to established standards by the IT organization - Willingness to work extra hours as needed to support seasonal trends - Up to 10% business travel - Other duties as assigned Required Qualifications: - Bachelor's degree in information technology, application development, related field, or equivalent work experience - Proven experience in product support or technical customer support roles - Strong problem-solving and analytical skills - Excellent verbal and written communication abilities - Familiarity with customer support software and ticketing systems - Proficient in the ability to mediate, counsel, and empathize with ticket requestors to ensure expectations are exceeded - Ability to work collaboratively in cross-functional teams - Knowledge of product lifecycle and software development processes - Attention to detail and strong organizational skills - Ability to manage multiple tasks and prioritize effectively - Willingness to learn and adapt to recent technologies - Ability to prioritize and manage multiple tasks with an appropriate level of urgency - Experience with ticketing systems such as Zendesk - Experience in working with an omnichannel contact center including calls, emails, chats, & SMS - Demonstratable history of continuous learning or personal improvement - High level of attention to detail and thoroughness - Ability to work independently and in a team environment - Strong expertise in empathy and emotional intelligence - Ability to analyze data and make informed decisions - Confident, high-energy, self-motivated and a collaborator - Accountability and personal organization are essential - Patient and active listener - Ability to pass federal and state criminal background checks (FBI/BCI) Required Skills: Product support experience, Technical customer support Important Skills: Customer support software, Ticketing systems experience Nice-to-Have Skills: Empathy, Continuous learning Benefits: Medical insurance, Dental insurance, Vision insurance, 401(k) retirement plan, Life insurance, Long-term disability insurance, Short-term disability insurance, 10 paid holidays annually, Paid Time Off to cover sick, vacation, and personal absences., 4 unique health insurance plans to choose from that cover a wide range of deductibles and co-insurance levels.