Bilingual Product Support & Troubleshooting Analyst

United States Digital Space LLC

United States

Remote

USD 40,000 - 47,000

Full time

14 days+

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Benefits offered by this job

Flexible work arrangements

Tuition reimbursement

SkillsWave program continuation

Volunteer days

Competitive benefits package

Home internet reimbursement

Employee referral program

Wellness reimbursement

Dog-friendly offices

Social events

Job summary

United States Digital Space LLC is seeking an application troubleshooting analyst to analyze problem reports and determine root causes, solutions, or effective workarounds. You will escalate to client experts and coordinate with cross-functional teams to provide world-class support across Education and Enterprise segments.

Ideal candidates have strong analytical skills, clear communication, and the ability to handle technical issues with varying client expertise.

Qualifications

Bachelor's degree or equivalent technical experience required.
Experience in Helpdesk environments is a plus.
LMS experience is an asset.
Salesforce or other ticketing systems experience is an asset.
Acumen with AI tools is a plus.
Strong analytical and problem-solving skills.

Responsibilities

Interact with users via chat, phone, email, or case tracking to identify and document issues.
Research and implement solutions using guides, manuals, and docs.
Identify and correct misconfigurations.
Replicate and diagnose technical problems, guiding to prompt resolution.
Create, update, and close support cases within SLAs.
File software defects and enhance feature requests.
Create and maintain knowledge base articles and FAQs.
Collaborate in troubleshooting sessions to root-cause issues.
Adhere to shift rotations including evenings/weekends (ET).
Perform other duties as assigned by Manager.