Product Support Analyst
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About The Position
As a Product Support Analyst at PureCars, you will work on our product team, dedicating about half of your time to triaging and analyzing support requests from internal teams, while providing second-level product support to the customer support team. You will collaborate cross-functionally with our product, engineering, and operational teams to determine which customer problems to solve and how to prioritize them. Your role will also involve developing reports to monitor the flow of diagnostic information across the organization, highlighting trends that could impact our customers and teams. Additionally, you will maintain reports used by internal teams to inform customers about product performance, prioritize incoming customer issues to improve escalation processes, and relay insights from product and engineering teams back to customer support. You will also coach the customer support team on new product features and ensure that documentation is up to date.
