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Senior SaaS Product Support Analyst

Posted on Feb 16, 2020 by Resource 1

Wood Dale, IL
Human Resources
Immediate Start
Annual Salary
Resource 1 is seeking a SR. SAAS PRODUCT SUPPORT ANALYST for our client located in WOOD DALE, IL. for a 6-MONTH CFH. The individual will be responsible for enhancing the customer experience for a brand-new SaaS application, with a focus on product and technical support and user training. The ideal candidate should have experience developing and implementing Product Support/Customer Success strategies for SaaS applications.


* Create, maintain, and publish end-user support material (Knowledge Base, FAQ, etc.)
* Implement and manage customer support materials, ticketing systems, and work directly with the product to mature its experience and increase customer satisfaction.
* Gather feedback from users and assess their suggestions/improvements to make requested changes to improve the product/experience.
* Support and manage Tier 1 support requests and escalate to Tier 2 and 3 when appropriate.
* Active understanding and engagement in the Agile development process. Regular contributor of VOC input during Agile rituals.
* Bug tracking, feature request, and responsibility for frontline/escalated customer issue resolution within prescribed SLA limits (Azure DevOps, JIRA, Trello).
* Understand client business objectives, overcome technical constraints, and develop actionable strategies to maximize value creation for both the customer and the company.
* Work with Sales and Onboarding teams to ensure a successful transition from prospect to customer, and from customer to happy repeat customer
* Identify and document trends in user feedback, support activity, and other data sources to help inform Product Strategy and Feature Planning
* Achieve a balance of coordinating, managing, and hands on authoring of a portfolio of support tools and resources
* Drawing input from the Product and Technical teams, outline and draft self-service support resources, tutorials, and other customer-facing communications
* Develop and manage a scalable support strategy (including structure and staffing) as the customer base expands and business needs dictate.


* Interest in the aviation and aerospace industries and interrelated business sectors (experience supporting Aviation software customers ideal)
* 3-5 years of experience in Product Support, Technical Support, with 1+ year of team lead or junior manager experience preferred.
* Ability to empathize with and flex communication styles to match a variety of customers and situations
* A consensus builder and is capable of utilizing his/her strong interpersonal, verbal, presentation and writing skills to successfully interact with partners and colleagues.
* Demonstrated ability to influence people and get results through others

Reference: 25532740

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