Product Support Analyst Jobs

Parking Network B.V.

Location:
United States, Indianapolis

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The primary responsibilities of the Product Support team members revolve around serving as the main providers of solutions for customers' issues/questions. This includes initial case triage; assessing and confirming priority of cases, resolving cases that can be handled, and escalating cases that require attention by another team. Their responsibilities also include collecting, documenting, and analyzing detailed information from T2 customers regarding issues/questions on T2’s solutions; then determining the appropriate resolution to customers' respective needs. As part of providing service to our customers, Product Support professionals are also responsible for delivery on various projects; including those related to A) customer communications, B) customer training, C) creation and editing of documented content for staff and customers.

Job Responsibility:

Provide responsive and high-quality support to our customers for all our products
Manage resolution of technical issues for all T2 customers, and record all communication and activity in providing the resolution for the customer on a timely basis
Provide excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal departments
Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues quickly. This includes taking ownership of the data entered into the help desk system updating both customers and appropriate internal employees of the status of all issues on a timely basis
Collaborate extensively with internal team members to resolve client issues
Provide rotational technical support coverage to T2 customers during the working week and on Canadian/US holidays as necessary, as well as participating in an on call evening and weekend rotation

Requirements:

2+ years of experience in a client facing call center, help desk or technical support environment or equivalent customer service experience
Intermediate knowledge of various operating systems, software products (e.g. Microsoft Office)

Nice to have:

Experience and/or knowledge of the parking industry are a plus

Additional Information:

Job Posted:
December 11, 2025

Expiration:
December 25, 2025

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Product Support Analyst