Guidesoft Inc. dba Knowledge Services

  • Product Support Analyst

    Posted Date 2 days ago(4/17/2018 1:28 PM)
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  • Overview

    Do you like the idea of seeing how your work impacts the bigger picture? Do you enjoy problem solving? If you have a knack for detail, love solving puzzles and working in a highly collaborative team environment, then this is the role for you!  The position of Product Support Analyst is an outstanding opportunity for the right person to learn about our product and become a “go to” individual for customers and co-workers! We are seeking candidates that can think outside the box! Resolution of issues can require in-depth research, analytical problem solving and a high-degree of building rapport and lasting relationships with customers. The ideal Product Support Analyst candidate will have a strong aptitude for learning, an interest in learning our product, and a desire to play a leading role in identifying product solutions. Current experience with our technology is helpful, but not required. Excellent customer service and good team spirit are a must.




    The position of Product Support Analyst will join our Indianapolis Headquarters Product Support Team, supporting the users of our mobile and web-based software product. If you are interested in being a part of changing the definition of Product Support, this is your opportunity!


    Here is what you get to do:


    • Identify, own, and solve problems independently and as part of a team.
    • Strive to become a self-directed, productive team member, serving a positive agent of change.
    • Act as an advocate for our customers to assure their issues are resolved in a timely manner
    • Take ownership of issues, and act as a liaison with our Development and Quality Assurance teams to resolve more advanced and complex issues and bugs
    • Proactively keep the customer informed of how and when problems are resolved with focus on retention and reference ability
    • Convey customer feedback to product development staff
    • Make decisions and solve problems by analyzing information and evaluating results to choose best solution for the customer.



    Desired Skills and Expertise:

    • Excellent investigation and diagnostic skills
    • 1+ years of previous customer support experience troubleshooting software applications
    • Superior oral and written communication skills with customers and internal resources
    • Excellent computer skills and ability to learn complex software application
    • Strong problem solving skills
    • Must be able to handle multiple priorities simultaneously
    • Demonstrate strong customer service focus and ability to establish and maintain a high level of user trust and confidence
    • Microsoft Office (Outlook, MS Word, Excel)
    • Bachelor's degree preferred 


    Knowledge Services offers:


    We strive to offer an environment that provides our employees with the right balance between work and family.  

    • Comprehensive health insurance including dental and vision coverage
    • Company funded life insurance
    • Very generous company provided 401k match program
    • Established Wellness Program
    • Competitive PTO schedule 
    • Extra PTO day during your birthday month
    • Maternity/Paternity Benefits 
    • The list goes on, but we can discuss further.






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