Product Support Analyst II

Expedite Technology Solutions LLC; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology solutions firm is seeking a Product Support Analyst II to enhance product workflow and assist with software updates. The ideal candidate has proven experience in product operations or project coordination, especially within the SaaS sector. Responsibilities include collaborating across teams, managing feedback and product data, and acting as a subject matter expert. This is a full-time role requiring strong communication, organizational skills, and technical aptitude.

Qualifications

• Prior experience in product operations or project coordination within a SaaS or technology company.
• Familiarity with POS systems or related platforms is highly valued.
• Exceptional verbal and written communication skills.

Responsibilities

• Assist with planning and executing software updates and new feature rollouts.
• Manage the collection and synthesis of feedback from customers and teams.
• Assist in analyzing product data and creating dashboards.

Skills

Data-driven research

Collaboration

Problem-solving

Analytical skills

Communication

Organizational skills

Technical aptitude

Tools

Jira

Confluence

Business Intelligence tools

Job description

Product Support Analyst II

Join to apply for the Product Support Analyst II role at Expedite Talent Solutions

The ideal candidate for a Product Operations Specialist is a detail-oriented, organized, and collaborative professional with a solid understanding of the software and hardware products offered. This person will play a crucial part in bridging the gap between product managers, engineering, and customer-facing teams like sales and support. By managing day-to-day operational processes, they enable the product team to focus on innovation and strategy.

As a Product Operations Specialist, you will be responsible for streamlining and supporting the processes related to the development, launch, and maintenance of our point-of-sale (POS) products. You will work closely with cross-functional teams to ensure clear communication, manage the team's projects and facilitate efficient workflows. A strong passion for problem-solving and an aptitude for technology are essential to succeed in this role.

Attributes

• Data-driven Researcher with an Eye for Detail: From Pilots, UAT and Betas testing to qualitative analysis, you are innately curious and use that to assist with collecting disparate sources of information and delivering actionable insights.
• Thoughtful Collaborator: Considered by peers as a strong thought partner, you brainstorm constructively with others and know how to solve tough problems by collaborating across teams.
• Team Player: You check your ego at the door and don’t take yourself too seriously. Instead, you bring an entrepreneurial spirit and willingness to take on a variety of roles to get things done.

Responsibilities

• Assist with planning and executing software updates and new feature rollouts. This includes documenting processes and plans and coordinating across departments and support teams.
• Strengthen the feedback loop: Manage the collection, structuring, and distribution of feedback from customers, sales, and support teams. Triage incoming feedback, identify trends, and synthesize insights to inform product decisions.
• Support product data and reporting: Assist in collecting and analyzing quantitative and qualitative product data. Help create dashboards and reports on key metrics, such as product usage and feature adoption, to help inform strategic decisions.
• Act as a subject matter expert: Serve as a primary point of contact regarding product functionality, upcoming changes, and known issues. Help maintain and update product documentation and training materials.
• Facilitate operational processes: Identify and implement process improvements to enhance the product development lifecycle and overall team efficiency. This may include refining workflow templates or standardizing communication playbooks.

MUST HAVES

• Experience: Prior experience in a product operations, project coordination, or a related role within a SaaS or technology company is highly desirable.
• POS knowledge: Familiarity with POS systems, retail operations, or related inventory management platforms is highly valued.
• Technical aptitude: Demonstrated proficiency with project management and collaboration tools like Jira, Confluence, or similar software. Understanding of basic software development lifecycle concepts is a plus.
• Analytical skills: Ability to analyze data and leverage insights to drive informed decisions. Familiarity with business intelligence (BI) tools is beneficial.
• Communication: Exceptional verbal and written communication skills, with the ability to effectively collaborate with diverse teams, including technical and non-technical stakeholders.
• Organizational skills: Strong ability to manage multiple priorities in a fast-paced, dynamic environment. Excellent attention to detail is a must.
• Problem-solving: A proactive and resourceful mindset for identifying and solving operational bottlenecks.

Seniority level: Mid-Senior level

Employment type: Full-time