Product Support Analyst

Cayuse Holdings

7d•Remote

About The Position

The Product Support Analyst plays a critical role in ensuring the seamless delivery of product-related services to internal and external stakeholders. This role is responsible for providing technical and functional support, analyzing product performance, and enabling user adoption through comprehensive issue resolution and training. The Product Support Analyst serves as the primary point of contact for troubleshooting, user inquiries, and system configuration, ensuring service continuity and customer satisfaction. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables

Requirements

8 years of experience with LEA/vendor-level experience working with the TSDS and its data collections.
8 years of customer service.
8 years of experience in training other team members.
8 years of experience with high level of accuracy and attention to detail in all documentation tasks.
8 years of experience with excellent communication skills to effectively work with cross-functional teams.
8 years of experience with the ability to work closely with cross-functional teams.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Analytical mindset with the ability to troubleshoot complex technical issues.
Process-oriented with demonstrated experience in workflow optimization.
A collaborative approach to problem-solving and innovation.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Nice To Haves

8 years of experience familiarity with documenting software issues, release notes, and technical guides.
8 years of Proven experience in creating clear, concise, and comprehensive technical documentation.

Responsibilities

Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
Prioritize and escalate issues requiring deeper investigation or development team involvement.
Serve as potential business point of contact for support-related meetings and/or communications
Gain necessary knowledge and understanding through available resources and training.
Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.
Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams.
Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards.
Create comprehensive and clear technical documentation for end users.
Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements
Collaborate closely with the Product Owner team to gather necessary information.
Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.
Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes.
Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers.
Present outreach findings to the Product Owner team, management, and division leadership.
Maintain regular communication with customers to understand their needs and concerns.
Other duties as assigned.