Product Support Analyst

Quick Facts

• Role: Product Support Analyst (Customer Enablement & Support)

• Focus: Relationship Profitability solution

Description

You will support global, complex financial institution clients as the dedicated contact for product features, configurations, and system functionality. You’ll troubleshoot reported bugs, guide users on best practices, maintain support documentation, and improve self-service knowledge to reduce inbound volume. You’ll also identify and implement AI tools and automation workflows to speed resolution and continuously enhance the support experience.

Responsibilities

• Manage customer inquiries via phone and email for product features, configurations, and system functionality

• Coordinate with Customer Enablement Consultants to deliver timely, high-quality support outcomes for assigned client portfolios

• Guide users to use the core application and associated modules effectively

• Investigate and troubleshoot issues, gather technical details, and escalate when needed

• Maintain and improve troubleshooting runbooks, workflow guides, and support playbooks

• Develop and update Knowledge Base self-service content to empower clients and reduce inbound volume

• Identify, test, and implement AI tools, automation workflows, and process improvements

• Build deep familiarity with client environments, configurations, and recurring issue patterns to improve resolution over time

Requirements

• Bachelor’s degree in a relevant field and at least 5 years of related experience, or advanced degree with 3+ years, or equivalent experience

• Strong written and verbal communication skills, including with sophisticated enterprise audiences

• Detail-oriented approach in complex, high-stakes client environments

• Learning mindset for emerging tools and technologies (especially AI and automation)

• Troubleshooting experience preferred; enterprise/financial institution client support experience is a strong differentiator

• Experience with Salesforce Service Cloud or other customer support technologies

• Fluent written and oral communication in English

• Must be authorized to work for any employer in the U.S.; no visa sponsorship available