Full-Time Product Support Analyst

Position Summary: A Product Support Analyst at Tidal Basin will support specific software products. This role involves assisting in the customization product options, ensuring accurate data and product fulfillment, and collaborating with sales, engineering, and operations teams to continuously improve the product. Additionally, the Product Support Analyst will help educate employees, partners, and customers on product features and usage, provide technical support, and work closely with cross-functional teams to implement data-driven improvements. They will assist in the maintenance of the support desk and support operations as needed.

Job Duties and Responsibilities include:

• Assist in product configurations using specialized software tools.
• Collaborate with sales, engineering, and operations teams to ensure successful product launch
• Help develop and deliver training materials to educate users on product features and usage.
• Provide technical support and troubleshoot issues.
• Analyze customer feedback and recommend product improvements.
• Work with cross-functional agile teams to deploy high-quality solutions.
• Support company goals and objectives
• Perform other duties as assigned
• Complete all required compliance training as required

Skills and Competencies:

• Strong technical troubleshooting, problem-solving, and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to multitask and stay focused in a fast-paced environment.
• Entry level proficiency in the use of IT work management tools and Agile frameworks.
• Experience with wireframing tools and basic understanding of software development life cycles.
• Experience documenting business processes and workflows.
• Exceptional communication skills required, both written and verbal  Proven ability to manage time and meet deadlines

Education and Experience:

• Bachelor’s degree or 4-6 years’ experience in lieu of degree.
• Minimum 0-2 years of experience in a Business Analyst role.
• Knowledge of the Emergency Management/Disaster Recovery industry is preferred.
• Business Analyst and Project Management Experience a plus.

Travel Requirement: This will be a remote position; however, you must have the ability and willingness to deploy to projects sites for at least 2 weeks at a time with travel being a possibility of up to 75%

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