IT Product Support Analyst

What We Offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

The Product Support Analyst will report directly to the Product Support Manager. They are responsible for providing excellent technical support to SERVPRO’s critical franchise-facing business systems. Responsibilities encompass support for SERVPRO’s in-house developed software, including the support and installation of applications for Franchises nationwide and corporate employees.

• Provide technical support for software and systems, and to ensure that problems are resolved in a timely manner. Respond to and resolve issues across the SERVPRO ecosystem related to proprietary SERVPRO applications and sanctioned 3rd party integration products.
• Assist in pre and postproduction releases of application releases (some are after hours).
• Assist in the identification of most reported issues.
• Assist in creating requirements for new or improved application features.
• Cover incoming Help Desk calls when call volume and wait times are at critical levels.
• Provide other duties and functions as requested by Management.
• Analyze error trends to reduce downtime
• Possible travel to Franchises nationwide for application support or install needs as requested.

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• Ability to work in a fast paced, high pressure, office environment.
• Ability to use computers and software for long periods of time.
• Strong analytical/problem solving skills.
• Possess a strong desire for quality customer service and support.
• Ability to work independently.
• Ability to work in a team environment.
• Self-motivated, self-directed, results-oriented, and customer-focused.
• Ability to respond to change and able to handle ambiguity.
• Excellent time management, organization, and prioritization skills.
• Understanding of web based and mobile applications.

• Associate degree in Information Technology or related field is preferred.

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.