Product Support Analyst

Position Summary
The Product Support Analyst is a key role within the Health Initiatives team serving as the primary liaison for technology-based solutions between product design/development teams and call center end users. This position conducts troubleshooting of production issues, defect management, and coordinates solutions across multiple teams. The Product Support Analyst updates content management systems and database admin environments to support call center end user productivity.

Essential Duties

1. Acts as the main communication point for queries via chat, email, video conferencing or phone to handle agent escalations and resolutions; identifies support needs and helps troubleshoot and consult on specific use cases or issues. Provides rapid response and accurate solutions to user problems to ensure call center productivity.
2. Replicates, completes functional and program analyses, documents, and reports QuitLogix product and database defects to resolve issues (for example, by testing different scenarios, identifying workarounds, or impersonating end users).
3. Identifies when issues require further escalation and engage with technical teams for technical issue resolution. Follows escalation processes and refers bugs, defects, and system failure issues to the proper corresponding development group when appropriate. Serves as technical liaison between development team and end users for bug fixes, global problems or system outages.
4. Updates databases and content management systems with information about technical issues and useful discussions with end users. Researches and reconciles discrepancies occurring among various information systems and reports. 
5. Works cross functionally within product design and development teams to gather and share feedback, conduct research, testing, and product discovery to understand end user needs. Shares feature requests and effective workarounds with team members. Tests prototype solutions and participates in approval and release process.
6. Collects and reviews data to monitor QuitLogix performance metrics. Reviews quality of complex data sets received from various sources with vigilance to analyze daily, weekly and custom production reports to determine overall team and individual performance. Sends daily reports to leadership including analysis recommendations and areas of focus.

Competencies

1. Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
2. Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
3. Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others. 
4. Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences. 
5. Managing Work and Time: Effectively managing one’s time and resources to ensure that work is completed efficiently. Effectively manages project(s) by appropriately focusing attention on the critical few priorities; effectively creates and executes against project timelines based on priorities, resource availability, and other project requirements; effectively evaluates planned approaches, determines feasibility, and makes adjustments when needed
6. Problem Solving: Uses issue identification, data relation and comparison, pattern recognition and information gathering to create analyses and make recommendations.

Supervisory or Managerial Responsibility
None

Travel
None

Core Values

1. Be available to work as scheduled and report to work on time.
2. Be willing to accept supervision and work well with others.
3. Be well groomed, appropriately for your role and wear ID Badge visibly.
4. Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
5. Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
6. Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures. 
7. Wears appropriate PPE as outlined by the infection control policies and procedures.
8. Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

1. Education: Associate’s or Bachelor’s degree in a computer science or related field.
2. Work Experience: Minimum 2 years experience in tech support or a related role. Experience troubleshooting and maintaining products and systems. Able to multitask and stay focused in a fast-paced environment.
3. Special Training, Certification or Licensure: None

Salary Range: $65,000 - $75,000

Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset.

With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Medical Plans, Dental Plans and Vision Insurance
• Retirement Plan
• FSA and HSA
• Short and Long Term Disability
• Life Insurance and AD&D
• Voluntary Benefits, like Accident Insurance, Critical Care and Hospital Indemnity
• Paid Time Off Accruals
• Wellness Program
• Legal Plan