Product Support Analyst

Position Overview :

The primary responsibilities of the Product Support team members revolve around serving as the main providers of solutions for customers' issues / questions. This includes initial case triage; assessing and confirming priority of cases, resolving cases that can be handled, and escalating cases that require attention by another team. Their responsibilities also include collecting, documenting, and analyzing detailed information from T2 customers regarding issues / questions on T2's solutions; then determining the appropriate resolution to customers' respective needs. As part of providing service to our customers, Product Support professionals are also responsible for delivery on various projects; including those related to A) customer communications, B) customer training, C) creation and editing of documented content for staff and customers.

Essential Responsibilities :

• Provide responsive and high-quality support to our customers for all our products;
• Manage resolution of technical issues for all T2 customers, and record all communication and activity in providing the resolution for the customer on a timely basis;
• Provide excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal departments;
• Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues quickly. This includes taking ownership of the data entered into the help desk system updating both customers and appropriate internal employees of the status of all issues on a timely basis;
• Collaborate extensively with internal team members to resolve client issues;
• Provide rotational technical support coverage to T2 customers during the working week and on Canadian / US holidays as necessary, as well as participating in an on call evening and weekend rotation.

Qualifications :

T2 Systems is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.