Product Support Analyst

First Orion•North Little Rock, AR

11d•Hybrid

About The Position

The Product Support Analyst configures, develops, executes, troubleshoots, and monitors processes that drive our client’s capabilities. The Product Support Analyst understands the details of our client’s data and First Orion’s products to ensure our client’s success. This position strives daily to improve quality and adhere to standard processes and procedures. This position will work with customers and Client Success Managers to understand requirements and escalate issues with a focus on maintaining a seamless process flow. The Product Support Analyst analyzes, troubleshoots, and modifies processes to ensure efficient delivery of services to First Orion customers. The Product Support Analyst also maintains a broad understanding of First Orion’s solutions, including AI-driven and automated support technologies and API-based integrations. This role supports API-related customer needs by assisting with configuration, troubleshooting integration and data exchange issues, and coordinating technical escalations. The role also leverages data analysis, intelligent workflows, and emerging AI capabilities to optimize service delivery, improve operational efficiency, and enhance the overall customer experience.

Requirements

Bachelor’s Degree in MIS, Computer Science or related field of study
1-3 years of experience in technical support or customer service
Solid Relational Database and SQL skills
Knowledge of auditing / monitoring techniques and tools
Expert in Excel (advanced formulas, pivot tables, and vlookups)
Proficient in other Microsoft Office Programs
Investigative and troubleshooting skills
Excellent organizational skills
Ability to work in a fast-paced environment.
Demonstrate excellent ability to communicate with clients and internal stakeholders
Strong attention to detail in order to monitor and audit solution processing services
Ability to quickly grasp complex technical processes
Experience working with or supporting AI‑driven tools, bots, or automated workflows in a customer support or operational environment.
Strong analytical skills to assess AI responses, identify inaccuracies or gaps, and translate findings into actionable improvements.

Nice To Haves

Experience with Zendesk
Experience supporting or optimizing AI‑powered customer support tools (e.g., Zendesk AI, email automation, chatbots).
Experience developing reports
Experience with Databricks
Experience in the Mobile or Telecom industry
Experience leveraging or supporting APIs for system integrations, data exchange, or automation workflows.

Responsibilities

Coordinate and manage solution and content configuration with customers, vendors, and/or internal stakeholders
Verify metrics, monitor solution processes, and audit / verify the results based on trends and thresholds
Implement, configure, and build processes, including ad hoc, and production processes
Validate content, content formatting specifications, and test content delivery process ensuring zero defects
Deliver accurate metrics to customers and / or their vendors through the appropriate transfer mechanisms
Develop reports to support Client, Carrier, Account Team or internal First Orion needs.
Utilize SQL and other technical skills to support reporting or respond to client questions
Ensure compliance with quality assurance processes, established procedures, project requirements and service level agreements/expectations
Research, troubleshoot and take action regarding processing issues according to product, client and / or third-party vendor specifications. This includes advising the team and clients on necessary solution changes or fixes to implement as well as the actual work to implement / fix
Provide first-line support for API-related customer inquiries, troubleshooting issues and delivering timely resolutions.
Investigate API errors, validation failures, authentication issues, and integration problems using internal tools and dashboards.
Monitor, evaluate, and validate outputs from AI‑driven customer support solutions to ensure accuracy, relevance, and alignment with client expectations.
Actively maintain and improve AI knowledge base content, workflows, and intent mappings to increase response accuracy and reduce customer friction.
Professionally communicate internally and externally with clients and stakeholders as determined by the nature of the discussion.
Accountable to manage their own time in order to meet deadlines.
Address urgent issues promptly during on-call shifts.