Product Support Analyst

• Serves as a technical resource for both our customers and internal teams
• Deliver support for breakfix support for software and hardware parking solutions via telephone, email, and/or remote desktop sessions
• Involvement of cases in respective case queues, verifying priority of cases, and addressing cases as appropriate
• Owning customer communications for cases remaining within the support organization, as well as those cases escalated to the Engineering team
• Collecting, documenting, and analyzing detailed information from T2 customers regarding issues/questions on T2’s solutions and determining the appropriate resolution to customers' respective needs
• Delivery on various internal projects
• including those related to A) customer communications, B) customer and staff training, and C) creation and editing of documented content for staff and customers
• Collects and analyzes detailed information from customers and determines the appropriate method of resolution
• Consults with customers and/or other technical staff to evaluate and recommend solutions to issues/questions regarding hardware, software, data communications, service maintenance and repair, and other services associated with problem resolution
• Creates and edits customizable portions of the T2 products such as reports, automated tasks, and queries, as appropriate
• Maintains clear and comprehensive documentation of cases submitted by customers including proposed solutions attempted to resolve the problem and final resolution
• Populates and maintains the solutions database with clearly documented solutions to problems and questions
• Communicates clearly in writing and orally to customers regarding questions and problems as well as solutions
• Analyzes and determines the proper escalation channel when appropriate
• Monitors escalations and works with the team to maintain SLAs and manage the responses to cases
• On-call responsibilities that may require, in the event of a critical case and the ability to occasionally perform after hours work, include federal holidays, late evenings, early mornings and weekends
• Participates in Incident Management Triage discussions as appropriate
• Creates training materials to be used by other T2 staff and T2 customers
• Accurately and consistently records task and case time in appropriate systems
• Continuously participates in product training to ensure the level of product expertise is reached and maintained
• Participates as needed in projects
• Creates and/or sources tools for staff and for customers to be used in troubleshooting and provision of support.

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

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