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Product Support Analyst

Company: Servpro Industries, LLC
Location: Gallatin
Posted on: January 16, 2022

Job Description:

About SERVPROServpro Industries, LLC, is a national leader of fire, water, mold, and other specialty cleanup and restoration services. With a professional services network of more than 1,900 franchises in the United States and Canada, SERVPRO quickly responds to property damage emergencies. These range from multimillion-dollar disasters to those suffered by individual businesses and homes. SERVPRO headquarters in Gallatin, Tennessee, is home to 400+ employees who are dedicated to supporting SERVPRO franchise operations. SERVPRO has been recognized by The Tennessean for its Top Workplace Award in 2015, 2016, 2017, 2019, 2020, and 2021.
Job SummaryThe Product Support Analyst is responsible for providing excellent technical support to SERVPRO'S critical franchise-facing business systems. Responsibilities encompass support for SERVRPO's in-house developed software, including the support and installation of applications for franchises nationwide and headquarters employees.
Major Duties and Responsibilities

  • Actively and consistently supporting all efforts to simplify and enhance the customer experience by providing front line technical support.
  • Utilize ticketing system to manage and maintain a record of all support calls, making sure all tickets have received appropriate responses and potentially document them as a system bug with the development team.
  • Manage the level three support ticketing queue to ensure escalated issues are being addressed in a timely fashion.
  • Assist in pre and post production application releases (some are after hours).
  • Travel to franchise locations nationwide for application support or install needs as requested.
  • Assist in the identification of most commonly reported issues.
  • Assist in creating requirements for new or improved application features.
  • Cover incoming help desk calls when call volume and wait times are at critical levels.
  • Provide other duties and functions as requested by management.
    Required Qualifications
    • Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
    • 1-2 years' experience in a technical support role, assisting with web and mobile applications.
    • Ability to work in a fast paced, high pressure, office environment.
    • Ability to use computer and software for long periods of time.
    • Strong analytical/problem solving skills.
    • Minimum of 1 year of customer service and support.
    • Ability to work independently and in a team environment
    • Self-motivated, self-directed, results-oriented, and customer-focused.
    • Ability to respond to change and able to handle ambiguity.
    • Excellent time management, organization, and prioritization skills.
    • Travel of up to 25% required during new software roll out.
      EducationAssociate's Degree in Information Technology or related field is preferred.
      What we offer
      • Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental plans
      • 401(k) with company match
      • Company profit sharing plan
      • Generous vacation, paid time-off and paid holidays
      • 2 free on-site fitness rooms with class options
      • Weekly on-site massage therapist visits
      • Personal and professional development programs
      • Employee Assistance Program
      • Employee Resource Groups
      • "Financial Wellness" education and training programs
        SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

Keywords: Servpro Industries, LLC, Nashville , Product Support Analyst, Professions , Gallatin, Tennessee

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