Product Support Analyst
Remote • Posted 2 hours ago • Updated 2 hours ago
ArnAmy, Inc.
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Job Details
Skills
- Acceptance Testing
- Accessibility
- Attention To Detail
- Collaboration
- Collections
- Communication
- Customer Service
- Dependability
- Documentation
- Exceed
- IT Consulting
- Information Technology
- Leadership
- Project Management
- Promotions
- Release Notes
- Research
- Software Deployment
- Software Development
- Team Management
- Technical Support
- Technical Writing
- Testing
- Training
- Usability
- Usability Testing
- User Experience
- Writing
Summary
Job Purpose:
Customer Support
- 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
User Testing
- 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.
Technical Documentation:
- 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.
Customer Relations:
- 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.
| Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. | ||
| Years | Required/Preferred | Experience |
| 8 | Required | Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections. |
| 8 | Required | Customer Service: Experience in customer service, with strong communication skills. |
| 8 | Required | Collaboration: Strong ability to work closely with cross-functional teams. |
| 8 | Required | Communication: Excellent communication skills to effectively work with cross-functional teams. |
| 8 | Required | Attention to Detail: High level of accuracy and attention to detail in all documentation tasks. |
| 8 | Required | Training and Support: Experience in training other team members. |
| 8 | Preferred | Software Documentation: Familiarity with documenting software issues, release notes, and technical guides. |
| 8 | Preferred | Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation. |
About ArnAmy, Inc.:
ArnAmy, Inc. is a leading information technology consulting and software development firm in Tallahassee, FL since 2007. ArnAmy has been providing high quality services to clients and prides itself in implementing dependable solutions to ensure client's success. ArnAmy is formed and led by principle centered leaders with Subject Matter Expertise in all disciplines of Information Technology. Company has proven record of 100% successful projects and 100% satisfied clients, and employees. We are inviting bright professionals with integrity and have passion to achieve higher goals to join our award winning (Tallahassee s BEST in IT Solutions 2017 & 2016) excellent and talented team.
ArnAmy, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or marital status. Women and Minorities are encouraged to apply.
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- Dice Id: 10376147
- Position Id: A202602008
- Posted 2 hours ago
Company Info
ArnAmy, Inc. is an Information Technology consulting and Software Development firm headquartered in Tallahassee, FL. We are IT professionals, driven by passion rather than revenue goals. We are the result of a sincere desire to provide exceptional service in the Information Technology (IT) industry. At ArnAmy, we understand that your business dictates your technology needs, not vice versa. With our proven track record, we have demonstrated our ability to create customer centric IT solutions. We are your go-to vendor partner for expert IT consultation.
We are a full service IT company. Our formidable reputation is built on the caliber of our highly qualified people who thrive on meeting challenges. Our service offerings cover the whole gamut of modern IT services:
-Application Lifecycle Management (ALM)
-Application Performance Engineering
-Strategic IT Consulting
Mission Statement:
At ArnAmy, Inc. we are on a mission to provide Efficient, Effective, and Economic solutions while creating a Win-Win-Win situation for our Customers, Consultants, and Company
The relentless pursuit of excellence in all that we do, leaves no room for mediocrity in ArnAmy.
Vision Statement:
To be viewed as a respected IT consulting and software engineering firm, providing high quality design and development services to our clients with honesty, integrity, and passion.
Core Values
Team ArnAmy is passionate about delivering dependable, scalable, and maintainable solutions to enhance our customer's business growth and development. We are guided by these principles in carrying out our duties:
Honesty
Honesty is indeed the best principle! You will experience complete transparency in all our dealings.
Integrity
We serve as trusted collaborators to guide you with customized solutions, pointing you always in the right direction.
Passion
We are completely committed and passionate about our clients. Our ability to create a long term meaningful relationship with our clients is testimony to this fact.
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