Product Support Analyst

2 weeks ago

Burnaby, Canada T2 Systems Canada Inc Full time

**Summary of Position Functions**:
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.

**Job Success Factors**:
The most successful Product Support Analyst will:

- Address customers' issues/questions very quickly and efficiently, while maintaining warm interactions with customers and providing great service quality.
- Make a personal effort to proactively and aggressively pursue information, documentation, and training that will enable the individual to more quickly and effectively address any customer issue or question that is presented.
- Communicate clearly and professionally with customers, selecting the communication method most appropriate for quickly and effectively resolving the case in question and minimizing “back-and-forth” with customer.
- Work extraordinarily well with both customers and other T2 staff, including participation as a member of various teams.
- Display an intense focus and intrinsic drive to do what it takes to provide an extraordinary customer support experience.
- Internal drive to make oneself an important and valuable contributor to the success of the team, the department, and the company.
- Demonstrate an innate ability to find joy and pleasure in work and strike a healthy balance of purposeful dialogue and friendly/playful relationships with co-workers and customers.
- Understand the goals and mission of T2 Systems, as well as the Department and Team in order to be the most productive and meet these goals and missions.

**Essential Position Functions**:
Addressing Customer Cases:

- Collects and analyzes detailed information from customers and determines the appropriate method of resolution. Exercises sound professional judgment in analysis of problem performing hardware/software resolution by phone and electronic communications; or decides proper level of troubleshooting required to resolve the problem and escalate as appropriate.
- Consults with customers and/or other technical staff to evaluate and recommend solutions to issues/questions regarding hardware, software, data communications, service maintenance and repair, and other services associated with problem resolution. Sets up and documents tests verifying proposed solutions as appropriate.
- Creates and edits customizable portions of the T2 products such as reports and automated tasks as appropriate.
- Maintains clear and comprehensive documentation of cases submitted by customers including proposed solutions attempted to resolve the problem and final resolution. Populates and maintains the solutions database with clearly documented solutions to problems and questions.
- Communicates clearly in writing and orally to customers regarding questions and problems as well as solutions. This includes the ability to deliver step-by-step instructions.
- Analyzes and determines the proper escalation channel when appropriate, assuring that the appropriate T2 personnel receive all the necessary information to resolve the issue in question.
- Creates training materials to be used by other T2 staff and T2 customers.
- Participates in beta and field testing with customers as needed.
- Accurately and consistently records task and case time in appropriate systems.
- Continuously participates in product training to ensure the level of product expertise is reached and maintained to provide the level of needed support to customers.
- Participates as needed in projects.
- Note: The statements contained herein describe the essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

**Non-Essential Position Functions**:
Other duties as assigned.

**Supervisory Responsibilities**:
None at this time.

**Education and Qualifications**:
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Minimum 3 years' experience in a Technical Support position.
- In

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