PRODUCT SUPPPORT ANALYST (REMOTE), AUSTIN, TX

Contract: 6 Months (3 Yrs Ext)

Deadline: 1/5/25

Job Description:
Customer Support  

- 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  

User Testing  

- 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.  

Technical Documentation:  

- 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.  

Customer Relations:  

- 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.

Required Skills:

• 8 Yrs of Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.

• 8 Yrs of Customer Service: Experience in customer service, with strong communication skills.

• 8 Yrs of Collaboration: Strong ability to work closely with cross-functional teams.

• 8 Yrs of Communication: Excellent communication skills to effectively work with cross-functional teams.

• 8 Yrs of Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.

• 8 Yrs of Training and Support: Experience in training other team members.

Preferred Skills:

• 8 Yrs of Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.

• 8 Yrs of Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.