Product Support Analyst

Product Support Analyst

Location: Austin, TX (Remote)

Job Type: Contract

Job Description:

Required Skills:

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

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

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

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

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

Training and Support: Experience in training other team members.

Preferred Skills:

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

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

Responsibilities:

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

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.

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.

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