Product Support Analyst II

Product Support Analyst II

Join to apply for the Product Support Analyst II role at Expedite Talent Solutions

The ideal candidate for a Product Operations Specialist is a detail-oriented, organized, and collaborative professional with a solid understanding of the software and hardware products offered. This person will play a crucial part in bridging the gap between product managers, engineering, and customer-facing teams like sales and support. By managing day-to-day operational processes, they enable the product team to focus on innovation and strategy.

As a Product Operations Specialist, you will be responsible for streamlining and supporting the processes related to the development, launch, and maintenance of our point-of-sale (POS) products. You will work closely with cross-functional teams to ensure clear communication, manage the team's projects and facilitate efficient workflows. A strong passion for problem-solving and an aptitude for technology are essential to succeed in this role.

• Data-driven Researcher with an Eye for Detail
  :
  From Pilots, UAT and Betas testing to qualitative analysis, you are innately curious and use that to assist with collecting disparate sources of information and delivering actionable insights.
• Thoughtful Collaborator
  :
  Considered by peers as a strong thought partner, you brainstorm constructively with others and know how to solve tough problems by collaborating across teams.
• Team Player
  :
  You check your ego at the door and don’t take yourself too seriously. Instead, you bring an entrepreneurial spirit and willingness to take on a variety of roles to get things done.

• Assist with planning and executing software updates and new feature rollouts. This includes documenting processes and plans and coordinating across departments and support teams.
• Strengthen the feedback loop:
  Manage the collection, structuring, and distribution of feedback from customers, sales, and support teams. Triage incoming feedback, identify trends, and synthesize insights to inform product decisions.
• Support product data and reporting:
  Assist in collecting and analyzing quantitative and qualitative product data. Help create dashboards and reports on key metrics, such as product usage and feature adoption, to help inform strategic decisions.
• Act as a subject matter expert:
  Serve as a primary point of contact regarding product functionality, upcoming changes, and known issues. Help maintain and update product documentation and training materials.
• Facilitate operational processes:
  Identify and implement process improvements to enhance the product development lifecycle and overall team efficiency. This may include refining workflow templates or standardizing communication playbooks.

• Experience:
  
  Prior experience in a product operations, project coordination, or a related role within a SaaS or technology company is highly desirable.
• POS knowledge:
  Familiarity with POS systems, retail operations, or related inventory management platforms is highly valued.
• Technical aptitude:
  Demonstrated proficiency with project management and collaboration tools like Jira, Confluence, or similar software. Understanding of basic software development lifecycle concepts is a plus.
• Analytical skills:
  Ability to analyze data and leverage insights to drive informed decisions. Familiarity with business intelligence (BI) tools is beneficial.
• Communication:
  Exceptional verbal and written communication skills, with the ability to effectively collaborate with diverse teams, including technical and non-technical stakeholders.
• Organizational skills:
  Strong ability to manage multiple priorities in a fast-paced, dynamic environment. Excellent attention to detail is a must.
• Problem-solving: A proactive and resourceful mindset for identifying and solving operational bottlenecks.

Seniority level:
Mid-Senior level

Employment type:

Full-time