Product Support Specialist - Tier 1

Position Overview

As a Tier One Product Support Specialist, you will serve as the first point of contact for clients experiencing issues with our products. You will assist clients by diagnosing and solving basic technical issues. You will provide assistance in a timely and effective manger, ensuring that the client experience is as positive as possible. This role is a hybrid role requiring in office attendance at our South Bend, Indiana location three days per week.

Essential Duties & Responsibilities:

• Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products. This may include assisting clients via phone, email, chat, or other communication channels.
• Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
• Diagnose and solve basic technical problems related to our products.
• Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
• Clearly and concisely document of all support cases
• Track and document client issues and resolutions in a ticketing system
• Maintain strong knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and updates.
• Work to resolve issues within defined timelines as per the SLAs

Required Skills:

• Bachelors or equivalent experience required
• Minimum two years of experience in troubleshooting or other technical role preferred
• Ability to tailor communication to the appropriate audience (development, business, client, stakeholder)
• Ability to multi-task and manage time effectively
• Ability to think critically regarding process enhancements and can identify areas of growth.
• Ability to contribute to, and maintain, a culture of collaboration and teamwork
• Strong interpersonal and client service skills
• Familiarity with using project management software (Jira is a plus)

What's in it for You?

• Opportunity to work in the booming field of cloud, data management and analytics alongside some of the brightest minds in the industry
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community
• Chance to work with a rapidly expanding tech company
• Flexible schedule and paid time off
• Free snacks and an unlimited supply of coffee
• Social events such as happy hours, game nights, holiday parties, birthday celebrations, movie days, ice cream sundae bars, fancy coffee carts, company softball team, etc.
• Competitive salary and benefits package including health, vision, dental and life insurance and 401(k) plan

Skills & Requirements Qualifications

At Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses. We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data. We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence. We also understand that legacy businesses don't just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation. That's why our meticulously crafted analytics and IT services go beyond software and hardware. We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience. Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.