Product Support Analyst
Location: Austin, TX (Remote)
Job Type: Contract
Job Description:
Required Skills:
Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
Customer Service: Experience in customer service, with strong communication skills.
Collaboration: Strong ability to work closely with cross-functional teams
Communication: Excellent communication skills to effectively work with cross-functional teams
Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
Training and Support: Experience in training other team members.
Preferred Skills:
Software Documentation: Familiarity with documenting software issues, release notes, and technical guides
Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.
Responsibilities:
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
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.
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.
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
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