Senior Product Analyst

The role

A Senior Product Support Analyst provides advanced Tier 2 support by investigating product and technical issues. This person performs root-cause analysis and serves as an escalation point for the team and Development.

What you will do

• Execute the triaging of all incoming tickets including properly identifying billable work
• Provide day-to-day support and troubleshoot medium to high complexity customer issues/requests
• Update workflow management system and customer-facing tools with the most current ticket information
• Execute and coordinate known data maintenance scripts with the appropriate teams
• Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
• Contribute to and support the maintenance of the knowledge base for training and knowledge transfer purposes
• Assist with functional root-cause analysis of incidents
• Contribute continuous improvement ideas to reduce customer dependency on support
• Provide tool self-service support for customers
• Provide ad-hoc training for customers, internal users, new employees, etc., as required

Required qualifications

• 4 to 7 years in a support, development, or consultancy environment
• At least 3 years’ experience is in developing or supporting the assigned products
• Demonstrated competence in functional or technical components of the assigned products
• Bachelor’s degree in related field (equivalent work experience may be considered)
• Active listening
• Ability to empathize with customers
• Analytical and critical thinking
• Self-starter and quick learner
• Detail-oriented
• Ability to collaborate and work independently
• Written and oral English communication
• Time management including work planning, prioritization, and organization

Benefits

• Hybrid work environment
• Generous Time Off
• Day One Health Benefits
• Employer-Matched Retirement Savings
• Award-Winning Onboarding Program
• Real Career Growth Opportunities
• Mentorship Program
• Insurity Podcasts
• Continuous Learning Opportunities with LinkedIn Learning and Kaplan licenses
• Employee Referral Bonus
• medical insurance
• dental insurance

Before you apply

• Only selected candidates will be contacted

About the company

Insurity is the largest cloud-based software provider for the Property & Casualty market. The company delivers analytical insurance software to insurance organizations.