The Emmes Company - Senior Product Support Analyst

We are looking for a Senior Product Support Analyst to serve as a key liaison between our users, Tier 1 support, and product and engineering teams.

This Tier 2 support role will focus on diagnosing and resolving more complex user issues, identifying trends in support requests, and ensuring a high-quality user experience for our SaaS platform.

You will work closely with both internal stakeholders and external users to improve issue resolution, training, and product insights.

Responsibilities :

• Act as Tier 2 support for our SaaS product by proactively reviewing the support ticket queue, resolving issues where possible, and escalating to Tier 3 (Product or Engineering) when needed.
• Collaborate with cross-functional teams including product managers, software engineers, and clinical operations to ensure issues and improvements are well understood.
• Collaborate with the Lead Product Support Analyst and contribute to team goals and process improvements.
• Train and support Tier 1 Helpdesk agents by documenting workflows, sharing product expertise, and conducting sessions.
• Work with customers to gather additional context, provide updates, and ensure a positive resolution experience.
• Monitor support queues, identify recurring issues, and suggest improvements to product or documentation.
• Assist in maintaining and expanding user documentation and knowledge base content, including curating and refining AI-powered Q&A tools and content recommendations.
• Serve as a product expert and resource for both internal teams and external users.

Qualifications Education and Experience :

Required Skills / Abilities :

Preferred Experience And Skills :

(ref : hirist.tech)