Previous Job
Product support -User Provisioning Analyst
Ref No.: 22-00218
Please share resume to

Position: Product support -User Provisioning Analyst

Location: Ann Arbor, Michigan

Remote : For now ( ~1 month)

Job Description :

Responsibilities and Expectations:

  • Produce superior user provisioning results with customer experience excellence by ensuring the quality and level of user provisioning and support meets or exceeds the customers' expectations.
  • Assume responsibility for all customer incidents; communicate status and expectations to internal colleagues and escalate as needed to meet or exceed SLAs.
  • Accurately document all support activity in the tracking system within service level agreement (SLA) time frames and according to department guidelines and requirements.
  • Propose improvements to products and processes (via knowledge base articles, support process documentation, support bulletins, etc.).
  • Build productive cross/intra-departmental relationships.
  • Provide basic support coverage for the Product Support team
  • Customer support to internal colleagues and external customer users.
  • Includes work schedule flexibility for off-hours.
  • Other activities or responsibilities as required by business needs.

Minimum Qualifications

  • Experience with customer support activities.
  • Experience with user provisioning activities preferred.
  • Customer Relationship Management tool experience required, SalesForce experience preferred.
  • Professional interpersonal and communication skills, written format is main communication vehicle.
  • Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using software; user provisioning and written documentation experienced preferred.
  • Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
  • Ability to work well with others in team-oriented environment.
  • Personal ownership of professional development.
  • Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications.
  • Bachelor's degree or equivalent work experience required.