Product Support Analyst

Overview

JOB TITLE:

Product Support Analyst

CAYUSE COMPANY:

Cayuse Civil Services, LLC

LOCATION

Remote

SALARY:

$60,736.00-$86,756.80

EMPLOYEE TYPE:

Full-Time Salary Exempt

TRAVEL

No

RELOCATION

No



Employment in this role is conditional upon successful execution of the contract by the client.



The Work

The Product Support Analyst plays a critical role in ensuring the seamless delivery of product-related services to internal and external stakeholders. This role is responsible for providing technical and functional support, analyzing product performance, and enabling user adoption through comprehensive issue resolution and training. The Product Support Analyst serves as the primary point of contact for troubleshooting, user inquiries, and system configuration, ensuring service continuity and customer satisfaction.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables

Responsibilities

• Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
• Prioritize and escalate issues requiring deeper investigation or development team involvement.
• Serve as potential business point of contact for support-related meetings and/or communications
• Gain necessary knowledge and understanding through available resources and training.
• Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.
• Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner
• and Project Management teams.
• Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
• Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.
• Create comprehensive and clear technical documentation for end users.
• Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
• Collaborate closely with the Product Owner team to gather necessary information.
• Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.
• Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes.
• Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency
• (LEA) customers.
• Present outreach findings to the Product Owner team, management, and division leadership.
• Maintain regular communication with customers to understand their needs and concerns.
• Other duties as assigned.

Qualifications

Here's What You Need

• 8 years of experience with LEA/vendor-level experience working with the TSDS and its data collections.
• 8 years of customer service.
• 8 years of experience in training other team members.
• 8 years of experience with high level of accuracy and attention to detail in all documentation tasks.
• 8 years of experience with excellent communication skills to effectively work with cross-functional teams.
• 8 years of experience with the ability to work closely with cross-functional teams.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Analytical mindset with the ability to troubleshoot complex technical issues.
• Process-oriented with demonstrated experience in workflow optimization.
• A collaborative approach to problem-solving and innovation.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Desired Qualifications:

• 8 years of experience familiarity with documenting software issues, release notes, and technical guides.
• 8 years of Proven experience in creating clear, concise, and comprehensive technical documentation.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions

• Professional remote office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $60,736.00 - USD $86,756.80 /Yr.