Product Support Analyst 3

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Product Support Analyst 3

Position Type: Full-Time Contract

Duration: 7 Months (potential for 1 - 3-year renewals)

Work Arrangement: 100% Remote (within the United States)

Work Hours: Monday Friday 8:00 AM 5:00 PM CT (flexibility required for occasional evenings/weekends/holidays)

Position Overview: Client seeks a highly experienced Product Support Analyst 3 to provide dedicated support. The ideal candidate will be a bridge between technical teams and end-users responsible for resolving support tickets conducting user acceptance testing creating technical documentation and maintaining strong customer relationships with Education Service Centers (ESCs) and Local Education Agencies (LEAs). This role is critical in ensuring the usability accuracy and effective communication surrounding TSDS data submissions and functionality.

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 client-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.

CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:
Years	Required / Preferred	Experience
8	Required	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.

Job Title: Product Support Analyst 3 Position Type: Full-Time Contract Duration: 7 Months (potential for 1 - 3-year renewals) Work Arrangement: 100% Remote (within the United States) Work Hours: Monday Friday 8:00 AM 5:00 PM CT (flexibility required for occasional evenings/weekends/holid...