Technical Product Support Analyst

ZipRecruiter; McKinney (TX); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company is seeking a Technical Product Support Analyst to enhance the customer experience on its platforms. The successful candidate will train users, provide technical support, and collaborate closely with the development team. Candidates must have an undergraduate degree, 5+ years in digital tools, and exceptional communication skills, particularly in a remote work environment.

Benefits

Employer subsidized medical, dental, and vision

Paid Sick leave

401k plan with company match

Ten paid holidays

Qualifications

• 5+ years professional experience with digital tools.
• Knowledge of ERP and PIM systems is highly desirable.

Responsibilities

• Ensure all new development is fully tested and delivered.
• Provide second line of support for users encountering issues.
• Conduct remote training for users.

Skills

Excellent communication skills

Problem solving

Customer focused

Education

Undergraduate Degree or equivalent work experience

Tools

SAP

PIM

Big Commerce

Shopify

Job description

Job DescriptionJob Description

Our Mission: From our roots in the Pacific Northwest, we will grow a global lifestyle brand for empowered people who share our genuine spirit to find new ways forward.

Our Culture: We believe in iconic products, engineered for versatility, designed to be our consumer’s favorite. We believe in sustainability and efficiency in our products and in our processes. We believe technology enables global engagement with consumers, and powers a trusted experience for our customers.

Our Location:

This position is remote, home office based in specifically approved states of employment. Approved States: Arizona, Delaware, Idaho, Indiana, Illinois, Massachusetts, Michigan, New Hampshire, New Jersey, Pennsylvania, South Carolina, Texas, and Washington state. Applicants will need to attest to meeting technical requirements for remote work functionality.

Job Vision:

The Technical Product Support Analyst supports NWGNA business to business & direct to consumer websites, integrations, public APIs & shared systems across North America. Work shall be carried out in accordance with instructions given by the responsible NWGNA party. We are seeking an ambassador to carry NWGNA culture in all situations. The ideal person for this role would support websites & interdependent systems, contribute to the development team, support subsidiaries in the best way possible, offer & conduct remote training for users at subsidiaries, evangelize the PIM to subsidiaries & drive issues towards PIM support as needed.

Job Location:

This position is remote, home office based in specifically approved states of employment. Approved States: Delaware, Idaho, Indiana, Illinois, Massachusetts, New Hampshire, New Jersey, Pennsylvania, South Carolina, Texas, Washington. Applicants will need to attest to legal home address and technical requirements for remote work functionality.

Responsibilities include:

Advance C&B technology to serve the most customers the simplest experience:

• Ensure all new development is fully tested and delivered in expected timelines with a customer focus.
• Drive User Accepted Testing of customer facing experiences.
• Provide second line of support for users encountering errors or issues on CBCorporate when Customer Service is unable to resolve
• Review issues for reproduction steps and root cause and create tasks for Dev team to resolve.
• Support of PIM needs for end users
• The Product Support Analyst will provide training to end-users, Sales Representatives and Customer Service to empower them to self service.

Successful candidates will:

• Knowledge of NWGNA’s suite of digital tools including:
  1. CBCorporate
  2. Cutterbuck.com or other Big Commerce/D2C experience
  3. PIM (inRiver or similar)
  4. Shopify experience, especially in migration from Shopify
  5. EDI
• Possess the ability to conceptualize new concepts that provide linkages between the product and technical systems.
• Have excellent communication skills and the ability to discuss technical issues with non-technical staff and customers
• Demonstrate a positive and professional demeanor and be solution oriented at all times
• Demonstrate strong problem solving and prioritization skills in a changing environment
• Customer focused & dev sympathetic, the ideal candidate both advocates for users & supports the dev team passionately

Education and Experience:

• Undergraduate Degree or equivalent work experience supporting development teams
• 5+ years’ professional experience with digital tools
• ERP (SAP or M3) and PIM experience are highly desirable.

Mindset and :

• Ability to organize, prioritize, multitask, and demonstrate flexibility in a dynamic, fast paced environment.
• Embrace challenges, learn from feedback, and be willing to see effort as the path to mastery.
• Bring a spirit of service to end users & the dev team while maximizing autonomy in your role.

Work Environment:

• High energy, dynamic work environment where you have quick access to all areas of the organizations.

Our Workplace: Employees shall work in a non-hostile work environment. That is, the employee is expected not to engage in any activity that unreasonably interferes with performance of any other employee, such as sexual harassment, unlawful discrimination or any other behavior that unduly demeans or intimidates another employee.

Our Employees: Full Time Employees enjoy employer subsidized medical, dental and vision eligibility, Paid Sick leave and Annual Vacation leave. Employees are also eligible for participation in our 401k plan with company match and ten (10) paid holidays in a calendar year.

Cutter & Buck is proud to be an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of , , , , , , veteran status, political affiliation, , marital status or (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. E-Verify: We verify the and employment authorization of individuals hired for employment in the United States.

We maintain a drug-free workplace and perform pre-employment post-offer substance abuse testing, complete post-offer background check are required for all positions. A clear driving record may be required for Safety Sensitive and Sales positions.

Cutter & Buck, Inc. is a socially responsible company.