Technical Product Analyst I

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Product Analyst I based in United States.

This role focuses on providing technical and functional support for enterprise software applications, ensuring smooth processing of remittance transactions and high-quality customer experience. The position plays a key role in monitoring, troubleshooting, and resolving application-related issues while maintaining accuracy and efficiency across financial and operational workflows. Working within a structured support environment, the analyst collaborates with internal teams and external clients to manage tickets, resolve technical incidents, and ensure service-level commitments are met. The role also involves continuous learning and development of product expertise, particularly around ImageRPS and related remittance processing systems. It is an excellent opportunity for an early-career professional looking to grow within a technical support and product-focused environment. The work is detail-oriented, process-driven, and centered on delivering reliable system performance and client satisfaction.

• Provide end-user technical support for the ImageRPS application, ensuring accurate and timely resolution of remittance processing and transaction-related issues.
• Monitor ticketing systems and manage incoming support requests in accordance with SLA requirements and priority guidelines.
• Troubleshoot issues related to file ingestion, balancing, transaction workflows, and system performance.
• Document all customer interactions, actions taken, resolutions, and next steps throughout the ticket lifecycle.
• Maintain regular communication with stakeholders and provide updates on case status and resolution progress.
• Participate in internal meetings, conference calls, and collaborative troubleshooting sessions to resolve client issues.
• Track performance against key support metrics such as first call resolution, follow-up compliance, and resolution time.
• Continuously build product knowledge through training and hands-on experience with supported applications.

Requirements:

• 1+ year of experience in help desk, technical support, or customer service roles.
• 1+ year of experience using ticketing systems such as ServiceNow, Zendesk, or Jira.
• Basic understanding of PC troubleshooting, software support, or system diagnostics.
• Proficiency in Microsoft Office Suite for documentation and reporting tasks.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
• Detail-oriented with strong organizational and time management abilities.
• Ability to work independently while following structured processes and SLAs.
• Associate’s or Bachelor’s degree in IT or a related field preferred.
• Familiarity with remittance processing or ImageRPS software is a plus.

Benefits:

• Hourly pay range: $20.00 – $24.00 per hour
• Eligibility for performance-based incentives or commission plans
• Comprehensive healthcare coverage including medical, dental, and vision
• Paid time off, holidays, and volunteer time off
• Employer-matched retirement savings plan and employee stock purchase plan
• Short-term and long-term disability coverage
• Tuition reimbursement and professional development support
• Infertility, adoption, and surrogacy assistance programs
• Inclusive and supportive workplace culture recognized for employee satisfaction
• Opportunities for career growth in technical support and product operations