Product Support Analyst

Position: Product Support Analyst
Date Posted: March 20, 2024
Open: Until filled
Reports to: Vice-President, Customer and Product
Location: Houston, TX

Job Summary:

Operational Sustainability® (OS) is seeking a Product Support Analyst who knows how to roll up their sleeves, work with people, and support our clients who use our software products. OS offers software solutions and professional consulting services to industry to address their operational risk management needs. Our clients range from mid-tier to major operators in their space. The ideal candidate will have experience working in a software product-oriented environment; have experience resolving product complaints (clearing tickets to address software, performance, or understanding of the software products. The Product Support Analyst at OS is an entry-level (less than one-year to three years) position that will require attention to detail, a win-win focus with clients and the OS Team, and a passion to grow with the company as you grow in the Product Support role. Applicants who have software experience, desire working toward a product support specialist or product implementation specialist role or who want to become engaged in technical or customer relationship roles are encouraged to apply.

General Description of Duties:

This is a full-time position reporting to the VP, Customer and Products. However, the position will work closely with clients and key internal staff, including the Project Management Office, Product Manager, Technology Officer, and Subject Matter Experts (SMEs). This position will be responsible for performing all aspects of product support, such as:
  • Triaging customer (internal and external) issues
  • Managing product support tickets to closure
  • Document steps to reproduce and/or business impacts
  • Testing software in conjunction with the product release lifecycle
  • Addressing client questions
  • Communication with customers regarding status of tickets and requests
This position will be key support to OS development of its product support and customer success management office function. As such, the successful candidate will be accountable for a broad range of activities of the product support management office.

Specific Accountabilities/Responsibilities:

  • Triaging issues
  • Managing product support tickets to closure
  • Testing software in conjunction with the product release lifecycle
  • Addressing client questions
  • Communication with customers regarding status of tickets and requests
  • Focus on and attention to details
  • Prepare and maintain Open and Closed Ticket register and report to supervisor on a daily basis of ticket status
  • Early warning to management of customer dissatisfaction or high impact bugs

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Candidate Skills:

Successful candidate will have:

  • Experience working with products or programs that required a high degree of demonstrated attention to detail and delivery of outcomes
  • Strong interpersonal skills with ability to reach win-win outcomes
  • Knowledge and understanding of general business practices
  • Basic understanding of relational databases
  • Attention to detail and ability to notice and correct errors
  • Working knowledge of product support in a commercial, for profit, entity
  • Three years or less of work experience, with preference given to software or product support experience
  • Strong work ethic with attention to detail, confidentiality, and thoroughness
  • Based in Houston (preferred)
  • Bachelor’s degree (preferred)

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About OS:

Operational Sustainability® helps companies develop comprehensive strategies for achieving Operational Excellence with focus on improving underlying work processes, getting cultural buy-in, and enhancing efficiency, without compromising your privilege to operate.


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