The Product Support Analyst II addresses customer questions and concerns regarding the company's products. These professionals answer incoming calls from customers and troubleshoot technical problems. Support Analyst II serves as an expert in the products that the company develops. They find solutions to problems with products and help customers work through technical difficulties.

What You Will Do:

Diagnose and troubleshoot technical issues, including product setup Ask customers targeted questions to understand the root of the problem quickly Utilize CRM to track and update tickets Track product issues through to resolution within agreed time limits Pick up issues that the level 1 analyst escalates Communicate with clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g., senior support team members, software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Follow up with clients to ensure their product is fully functional after troubleshooting Maintain good relationships with clients Mentor junior team members and assist in training newer members of the team 

What You Will Need:

Education and Experience

Typically requires a degree in a technical field or an equivalent combination of education and experience Typically requires 3 - 5 years of relevant experience Experience in writing basic SQL queries Experience in Core Java Programming, should be able to debug simple java programs to perform a root cause analysis Knowledge of writing Windows Batch Command files for various tasks in client environments

Knowledge, Skills, and Abilities

An ability to assess customer product knowledge levels Ability to deal with difficult callers Proficient in SQL Basic understanding of Java programming language Ability to look up and modify code to resolve escalated customer issues An in-depth understanding of the product customers are using Good interpersonal and customer care skills Good communication skills and fluency in English Ability to document customer issues appropriately Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy. 

Reporting Relationships:

Reports directly to a Lead or Manager role.