Product Support Analyst
Technology, Information and Media · 201-500 employees
About the role
The Product Support Analyst will support and implement software solutions by managing incidents, requests, and changes within the Product Engineering team. They are responsible for balancing individual workloads, maintaining compliance standards, and developing deep product knowledge to resolve customer cases.
What they look for
Requirements
Candidates must have a bachelor's degree in a technical field and at least 3 years of experience in product support or implementation. Proficiency in the Microsoft SQL Stack (T-SQL, SSIS, SSRS) and experience with ticketing systems like ServiceNow are required.
Full description
At Kodiak Solutions, we’re dedicated to transforming the healthcare industry through cutting-edge, technology-driven solutions. We specialize in healthcare finance, unclaimed property, risk management, and revenue cycle management, helping healthcare organizations streamline complex financial operations. Our mission is to simplify and optimize processes, so healthcare providers can focus on delivering excellent patient care.
Powered by our innovative platform, we offer cloud-based systems, automated workflows, and advanced data management tools designed to address the unique challenges in healthcare. Whether it's improving revenue cycle efficiency, navigating unclaimed property issues, or mitigating risk, our platform delivers real-time, actionable insights to drive better outcomes.
The Product Support Analyst has the responsibility of working within our Product Engineering team to Support and/or implement software via assigned incidents, requests, and changes provided & overseen by our technical leadership. In this role, you will learn how to support our products, work within your team, and communicate appropriately across different groups at Kodiak Solutions such as Product, Engineering, and more..
Essential Duties and Responsibilities may include the following. Other duties may also be assigned.
- Learn technical skills required to resolve customer support cases/requests.
- Learn team structure and deliver assigned items in established timelines.
- Gain an understanding of various product and service datasets, codebases, and business purpose as part of support and implementation responsibilities.
- Learning to balance and prioritize individual workload across different types of requests leveraging ticketing system (ServiceNow).
- Learn compliance standards across various product areas.
- Leveraging documentation related to products and services tasked with supporting/implementing.
Qualifications:
- Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience
- 3+ years of relevant experience in product support and/or product implementation
- Min 3 years of experience with Microsoft SQL Stack (T-SQL, SSIS, SSRS)
- Ability to develop product knowledge in a domain area, and across product lines
- Ability to work in a shifting environment while maintaining various levels of standardization and consistency
- Experience with ticketing system(s) preferably ServiceNow
- Experience with Microsoft Azure and/or Snowflake, a plus
- Technology certifications, a plus
• Candidates must be legally authorized to work in the United States. This position is not eligible for employment visa sponsorship now or in the future.
