Product Support Analyst I

Product Support Analyst I

The Product Support Analyst I provides first-level analysis, troubleshooting, and support for software applications. This role focuses on identifying and resolving routine technical issues, escalating more complex problems to senior analysts or vendors as needed. The Product Support Analyst works closely with clients (Essex end users) and team members to ensure timely support and minimal disruption to business operations. This role is part of the Enterprise Applications team which part of the larger Essex Technology team. The Essex Technology team is an all-inclusive group of passionate technologists dedicated to supporting each other while supporting and driving Essex to a tech-forward future.

What You Will Do :

• Provide first-level troubleshooting for software application issues, using established procedures and guidelines.
• Escalate complex or unresolved issues to senior analysts or external vendors as appropriate.
• Document incidents, service requests, and resolutions accurately in the ticketing system.
• Assist users by providing basic training, guidance, and job aids to improve application use.
• Communicate effectively with clients, keeping them informed of issue status and resolution.
• Participate in testing and implementation of new applications or upgrades under supervision.
• Support team initiatives by contributing feedback and assisting with documentation.
• Proactively identifying recurring issues and suggesting improvements.
• Respond to all incidents and requests within established SLAs.

What You Will Need :

What The Job Requires :

What You Will Bring To The Table :

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our Sunday property operations office closures, 10 paid holidays, and 15 PTO days, work / life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%. Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.