Product Support Analyst 3 - 100% Remote within TEXAS Job at My3Tech, Texas

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  • My3Tech
  • Texas

Job Description

Role: Product Support Analyst 3

Location: Austin, TX (100% Remote)

Duration: 7 months Contract with possibility to extension

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.

Candidate Skills and Qualifications:

Years

Required/Preferred

Experience

8

Required

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

8

Required

Customer Service: Experience in customer service, with strong communication skills.

8

Required

Collaboration: Strong ability to work closely with cross-functional teams.

8

Required

Communication: Excellent communication skills to effectively work with cross-functional teams.

8

Required

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

8

Required

Training and Support: Experience in training other team members.

8

Preferred

Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.

8

Preferred

Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

Job Tags

Contract work, Local area,

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