Product Support Analyst (withTexas Student Data System) in Austin, TX (100% Remote))

Overview

Remote
70 - 80
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 06 Month(s)
No Travel Required
Able to Provide Sponsorship

Skills

Customer Relationship Management (CRM)
Customer Service
Attention To Detail
Documentation
Accessibility
Leadership
Research
Technical Support
Product Support
Collaboration
Acceptance Testing
Promotions
Collections
Software Deployment
Software Documentation
Team Management
Communication
Customer Support
Project Management
Release Notes
Technical Writing
Telecommuting
Testing
Training
Usability
Usability Testing
User Experience

Job Details

Job title: Product Support Analyst (TSDS)
Location: Austin, TX (100% Remote)
Duration: 6+ Months
Client: 70126037

 

 

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.

 

 

Required skills:

  • 8 years of Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
  • 8 years of Customer Service: Experience in customer service, with strong communication skills.
  • 8 years of Collaboration: Strong ability to work closely with cross-functional teams.
  • 8 years of Communication: Excellent communication skills to effectively work with cross-functional teams.
  • 8 years of Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.
  • 8 years of Training and Support: Experience in training other team members.

Preferred skills:

  • 8 years of Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.
  • 8 years of Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

 

The primary work location(s) will be at 100% Remote, Work Location With-in the United States. The working position is Telework

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Esolvit, Inc.