Product Support & Analytics Specialist

Global Experience Specialists, Inc.

Las Vegas (NV)

On-site

USD 55,000 - 75,000

Full time

6 days ago

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Benefits offered by this job

401K with company match

Healthcare

Dental insurance

Vision insurance

Wellness benefits

Career development program

Employee assistance program

Vacation time

Team activities

Job summary

onPeak is seeking a Product Support Specialist to become a subject matter expert on our products and internal systems. You will triage questions, investigate issues, and collaborate with Product, QA, and Development to drive improvements.

You will build dashboards and reports, support training materials, and help ensure high-quality product releases by detailing tests and acceptance criteria. A curious, analytical mindset and strong communication are essential.

Qualifications

1-3 years of experience in product support, business analysis, software support, quality assurance, customer success, or a related field.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Experience investigating issues and documenting findings.
Ability to quickly learn complex software systems and business processes.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Curiosity, initiative, and a desire to understand how systems work.
Ability to work independently while collaborating effectively across cross-functional team.

Responsibilities

Become a subject matter expert in onPeak's products and internal systems
Triage product questions, enhancement requests, and operational issues
Investigate and reproduce reported software issues, gathering technical details before escalating to Development
Track issue status, communicate updates, and document recurring issues
Identify opportunities to improve products, automate manual processes, and increase operational efficiency
Administer and support product tools, including PostHog, Zammad, Google Analytics, Canny, and other platforms
Create and maintain dashboards, reports, and analytics to measure product usage and feature adoption
Monitor data quality and analyze trends to provide actionable insights
Explore opportunities to leverage analytics and AI to improve products, processes, and user experiences
Create and maintain user guides, training materials, release notes, and internal documentation
Ensure documentation remains accurate, organized, and up to date
Support internal training initiatives by developing resources that help teams effectively use our products
Assist with user acceptance testing, test planning, and validation of new features
Document test scenarios, expected system behavior, and acceptance criteria