Product Support Analyst

Summary

Join Tidal Basin as a Product Support Analyst and support specific software products, assisting in customization, ensuring accurate data and product fulfillment, and collaborating with various teams for product improvement. Educate employees, partners, and customers on product features, provide technical support, and implement data-driven improvements. Maintain the support desk and support operations as needed. This remote position may require deployment to project sites for up to 75% of the time. The role involves assisting in product configurations, developing training materials, troubleshooting issues, analyzing customer feedback, and working with agile teams. You will support company goals and complete required compliance training.

Requirements

• Strong technical troubleshooting, problem-solving, and analytical skills
• Excellent communication and interpersonal skills
• Ability to multitask and stay focused in a fast-paced environment
• Entry level proficiency in the use of IT work management tools and Agile frameworks
• Experience with wireframing tools and basic understanding of software development life cycles
• Experience documenting business processes and workflows
• Exceptional communication skills required, both written and verbal
• Proven ability to manage time and meet deadlines
• Bachelor’s degree or 4-6 years’ experience in lieu of degree
• Minimum 0-2 years of experience in a Business Analyst role

Responsibilities

• Assist in product configurations using specialized software tools
• Collaborate with sales, engineering, and operations teams to ensure successful product launch
• Help develop and deliver training materials to educate users on product features and usage
• Provide technical support and troubleshoot issues
• Analyze customer feedback and recommend product improvements
• Work with cross-functional agile teams to deploy high-quality solutions
• Support company goals and objectives
• Perform other duties as assigned
• Complete all required compliance training as required

Preferred Qualifications

• Knowledge of the Emergency Management/Disaster Recovery industry is preferred
• Business Analyst and Project Management Experience a plus