Product Support Analyst

T2 Systems•Indianapolis, IN

About The Position

T2 Systems is the largest parking, mobility, and transportation provider in North America, with more than 25 years in the parking management industry and currently serving thousands of parking professionals. We integrate the best people, processes, and technology to provide powerful, high performance, and secure parking solutions. T2 Systems is headquartered in Indianapolis, Indiana with its Canadian office located in Burnaby, BC. We didn’t become an industry leader by chance – we push the envelope to provide more innovative and advanced solutions for our customers. Which wouldn’t be possible without employees who strive for success, work together, and are hungry to learn, grow, and lead. If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career! The Product Support Analyst serves as a technical resource for both our customers and internal teams. The primary focus is to deliver support for breakfix support for software and hardware parking solutions via telephone, email, and/or remote desktop sessions with our customers. This level of support requires both technical and operational solutions, and the ability to identify when escalation to more senior teammates is warranted. This role includes involvement of cases in respective case queues, verifying priority of cases, and addressing cases as appropriate. The Product Support Analyst’s role includes owning customer communications for cases remaining within the support organization, as well as those cases escalated to the Engineering team. The Product Support Analyst's responsibilities also include 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. As part of providing service to T2's customers the Product Support Analyst is also responsible for 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.

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 Haves

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

Responsibilities

Collects and analyzes detailed information from customers and determines the appropriate method of resolution. Exercises sound professional judgment in analysis of problem performing hardware/software resolution by phone and electronic communications; or decides proper level of troubleshooting required to resolve the problem and escalate as appropriate.
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. Sets up and documents tests verifying proposed solutions as appropriate.
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. This includes the ability to deliver step-by-step instructions.
Analyzes and determines the proper escalation channel when appropriate, assuring that the appropriate T2 personnel receive all the necessary information to resolve the issue in question.
Monitors escalations and works with the team to maintain SLAs and manage the responses to cases; and assuring the quickest possible resolution.
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 to provide the level of needed support to customers.
Participates as needed in projects. Most projects designed to reduce customer dependency on Support and/or increase effectiveness of Support delivery.
Creates and/or sources tools for staff and for customers to be used in troubleshooting and provision of support.