Product Support Analyst

Position:
Product Support Analyst 3

Location:
Remote - Austin, Texas

Duration: 11 Months

• Research and resolve technical support tickets related to the Texas Student Data System (TSDS) and associated data submissions.
• Prioritize and escalate complex technical issues to the appropriate teams as needed.
• Act as a business point of contact for support-related meetings and communications.
• Acquire and maintain deep knowledge and related processes through training and resources.
• Create and maintain comprehensive, clear, and accessible technical documentation for end users, adhering to agency standards.
• Collaborate with Product Owner and cross-functional teams to gather information for documentation and support.
• Design and execute user acceptance testing (UAT) plans for features to validate functionality and usability.
• Document and track defects found during testing, ensuring timely resolution.
• Gather and analyze end user feedback to identify and recommend improvements for user experience.
• Assist Product Owner team with customer outreach during peak data submission periods.
• Document and communicate software and data submission issues from Education Service Centers (ESC) and Local Education Agencies (LEA).
• Present outreach findings and issue reports to Product Owner team, management, and leadership.
• Maintain regular, proactive communication with customers to understand and address their needs and concerns.
• Provide training and support to other team members as required.

• 8+ years of experience with LEA/vendor level.
• 8+ years in customer service with strong communication skills.
• 8+ years collaborating effectively with cross-functional teams.
• Excellent verbal and written communication abilities.
• High attention to detail and accuracy in documentation.
• Experience providing training and support to team members.
• Preferred:
  Experience with software documentation and technical writing.