Product Support Analyst – West Coast (Remote)

Grant Street Group; Pittsburgh (Allegheny County); Remote; USD 65,000 - 90,000; Full time

Job summary

Grant Street Group is seeking a Product Support Analyst to enhance client satisfaction and improve support processes. Ideal candidates are organized, customer-focused, and proactive problem solvers. This role offers a dynamic work environment with opportunities for telecommuting.

Qualifications

• Ability to understand customer needs and provide solutions.
• Proactive in improving support processes.
• Experienced in using and explaining software.

Responsibilities

• Resolve incoming requests and questions from clients and teammates.
• Identify and suggest solutions to reduce support issues.
• Take initiative to enhance Product Support team processes.

Skills

Customer focus

Problem-solving

Initiative

Detail-oriented

Learning ability

Job description

Are you organized, positive-minded, and customer-focused? Do you enjoy problem-solving and learning challenging software applications? If so, the Product Support Analyst position at Grant Street Group may be the perfect fit.

The Product Support team’s mission is to deliver a top-notch support experience while simultaneously finding ways to make supporting our software as seamless as possible. To succeed in this role, you must deeply understand our products, our support processes, and how our clients and internal teams use our products in their day-to-day operations.

You are the perfect fit if you:

• Have a knack for understanding customer needs and finding ways to satisfy them.
• Take initiative and have a self-starter mentality.
• Continually seek proactive ways to improve the status quo.
• Excel at explaining things with the right amount of detail.
• Are a dedicated learner with the ability to use software.

We reward teamwork, professional excellence, and individual responsibility. Using the best collaboration tools available, we offer a technology-rich work environment that makes it possible for us to support on-site and telecommuting positions tailored to the needs of our employees. If you are passionate about your work, you have entrepreneurial spirit and you want to be on a team of exceptional professionals, then this could be the opportunity you are looking for.

If our description fits who you are, apply today! We’ll take it from there. To learn more about the various aspects of this role, check out our job responsibilities section below.

Job Responsibilities
The core function of the Product Support Analyst is to help Grant Street Group maximize the value our clients and internal teams receive from our products. This requires that we focus on a few different things:

• Resolving incoming requests and questions. Clients and teammates alike come to you when they have a question, problem, or suggestion. You are known as a subject matter expert, and our clients rely on that expertise regularly.
• Whether the issue is major or minor, you know that Grant Street Group takes Software as a Service literally.
• Finding ways to reduce the frequency of support issues. You identify shortcomings and suggest solutions to those problems. And when roadblocks present themselves, you creatively pursue solutions by collaborating with other teams to remove them.
• Taking initiative. You go above and beyond to identify opportunities to better the Product Support team. Whether by keeping support documentation up-to-date or creating a new support process to streamline support requests, you are an active participant in the team’s success and the success of the company as a whole.

Before you begin the interview process, remember that we tend to pay special attention to those who put in extra effort in their applications. We are radical proponents of the belief that you are more than just a resume. If you’re excited about this opportunity, we can’t wait to get to know you!

Expected Salary Range: $65,000 – $90,000/year

Our employees have the option to telecommute. So if you like where you live, have family and friends in your area, you can work with us without relocating.