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.