Technical Product Analyst - Image RPS

Provide entry-level technical customer support for a software product, managing incoming cases from initial review through resolution. The work combines ticket handling, basic troubleshooting, customer communication, and ongoing learning about the supported application.

• Monitor the application support queue and take cases in line with service-level guidelines.
• Investigate reported issues and work them toward resolution using established procedures and tools.
• Record customer interactions, actions taken, case status, and next steps throughout the ticket lifecycle.
• Keep customers and other stakeholders informed according to follow-up expectations.
• Participate in calls and team meetings focused on assigned customer issues and case resolution.
• Build product knowledge through training and meet service measures such as follow-up compliance, first-contact resolution, and time to resolve.

• At least one year of help desk or customer service experience.
• At least one year of scripting experience, including SQL, Progress, or Power Shell.
• At least one year of basic PC troubleshooting or repair experience.
• At least one year creating documents with Microsoft Office.
• Must be at least 18 years old.

• Associate or bachelor’s degree in IT or a related field, or a background in Windows programming.
• Experience with Windows workstation or server operating systems, networking, TCP/IP, DNS, or antivirus tools such as managed antivirus, Crowd Strike, or Carbon Black.

• The source lists healthcare, paid time off and holidays, volunteer time, employer-matched retirement, stock purchase, disability coverage, tuition reimbursement, and family-building assistance. Availability may vary by role, location, or hours worked.