Product Support Analyst

Overview

ASSYST is seeking a skilled Product Support Analyst to support our client in Austin TX

Location:
Austin, TX

Job Type: Contract (Corp to Corp/C2C or 1099)

Position:
Remote

Job Title:
Product Support Analyst

• Provide advanced product and data support for the Texas Student Data System (TSDS) at the LEA and/or vendor level.
• Serve as a primary point of contact for customer inquiries, issues, and escalations, ensuring timely and accurate resolution.
• Collaborate closely with cross-functional teams including product, engineering, data, and program stakeholders to analyze issues and implement solutions.
• Analyze, validate, and troubleshoot TSDS data collections to ensure accuracy, compliance, and completeness.
• Create, maintain, and review detailed documentation related to product issues, workflows, and resolutions with a high level of accuracy and attention to detail.
• Communicate complex technical or data-related concepts clearly to both technical and non-technical audiences.
• Train and mentor team members on system functionality, data processes, and support best practices.
• Assist in continuous improvement efforts by identifying trends, recurring issues, and opportunities to enhance product support and customer experience.

• 8+ years of experience working with the Texas Student Data System (TSDS), including LEA- and/or vendor-level data collections.
• 8+ years of customer service experience, demonstrating strong interpersonal and problem-solving skills.
• 8+ years of experience collaborating with cross-functional teams in a professional or technical environment.
• 8+ years of demonstrated excellence in written and verbal communication, including the ability to convey complex information clearly.
• 8+ years of experience requiring a high level of accuracy and attention to detail, particularly in documentation and data-related tasks.
• 8+ years of experience training and supporting other team members, including knowledge transfer and process guidance.

• Experience documenting software defects, enhancements, release notes, and technical or user guides.
• Proven technical writing experience, producing clear, concise, and well-structured documentation for diverse audiences.
• Familiarity with issue tracking, documentation, and collaboration tools commonly used in product support environments.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law