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Product Support Analyst

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Job Details
Job Order Number
11030370
Company Name
LockPath
Physical Address
6240 Sprint Parkway, #100
Overland Park, KS 66211
Job Description

Primary Responsibilities
-Maintain ownership for the entire lifecycle of a client’s issue from inception to resolution
-Establish and maintain client satisfaction through professional and courteous service
-Develop product expertise by working closely with other support and product team members
-Document common client issues and publish for consumption
-Define and test recommended solutions related to customer use cases
-Assist with customer education of Keylight concepts to instill confidence in the product suite
-Collaborate with product team and other cross-functional peers on user-impacting issues
-Maintain various applications (Lockpath Support Portal, Salesforce, Passwordstate) with related information for customer/employee use.
-Develop quality and informational Knowledge Base Articles for customer consumption
-Test and assure new enhancement and defect correction Product features are working as designed to meet customer needs. Qualifications and

Experience 
-1-3 years of relevant work experience
-Strong deductive reasoning skills
-Strong attention to detail
-Excellent written and oral communications skills
-Proven analytical and problem-solving abilities
-Desire to train end-users using a ‘consultative’ approach
-Ability to recognize problems, gather facts, and analyze information
-Ability to organize and prioritize multiple work tasks to meet specific deadlines
-Knowledge of C#, Microsoft SQL server, .NET web applications, and Server operating systems is desirable
-Bachelor’s degree, preferably in a technical discipline (or equivalent years of experience)


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