Product Support Analyst

EMR Group•Camden, NJ

17h•Onsite

About The Position

EMR is seeking a Product Support Analyst to provide technical support to employees and customers by troubleshooting software, hardware, network, and system-related issues. This role is responsible for independently investigating problems, identifying solutions, communicating with users, and documenting issues through our ticketing system. The ideal candidate is a strong problem solver who enjoys helping people, can work independently, and is comfortable troubleshooting issues that may not always have a straightforward or scripted solution. This position will be worked 100% onsite in Camden, NJ and pays $29 – 31/hr.

Requirements

2–4 years of experience in a Help Desk, Service Desk, Product Support, or Systems Support environment.
Experience working within defined SLAs and managing multiple support requests.
Strong troubleshooting and problem-solving skills with the ability to work through issues independently.
Excellent customer service and interpersonal skills.
Strong written and verbal communication skills.
Ability to work effectively both independently and as part of a team.
Excellent attention to detail and organizational skills.
Proficiency with Microsoft Office and Microsoft 365.
Ability to work in a fast-paced environment and prioritize competing requests.

Nice To Haves

B1-level French language skills are a plus.
Experience supporting phone systems, including agents, groups, IVRs, or similar systems, is a plus.

Responsibilities

Serve as a primary point of contact for technical support through phone, email, Microsoft Teams, and the ticketing system.
Troubleshoot and resolve software, hardware, network, and system issues using a non-scripted approach.
Communicate with customers and internal users and provide timely updates based on established service-level agreements (SLAs).
Investigate issues, identify root causes, and determine appropriate solutions or workarounds.
Escalate complex or unresolved issues to the appropriate IT team or department.
Work closely with other IT teams to resolve technical issues efficiently.
Document issues, troubleshooting steps, workarounds, and resolutions accurately in the ticketing system.
Provide users with basic troubleshooting guidance and help them resolve common technical issues.
Identify opportunities to improve support processes and contribute to team knowledge-sharing.
Assist with testing software patches, releases, and system changes when needed.
Assist with implementation and rollout activities.
Perform other duties as assigned.