Product Support Analyst
Open Dealer Exchange Southfield, Michigan, United States
Software Development · 201-500 employees
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About the role
Build and maintain strong knowledge of PEN products, troubleshoot and escalate issues, and communicate service-impacting changes to business partners. Coordinate partner training, represent partner needs, improve internal processes, and maintain accurate Knowledge Base articles.
What they look for
Requirements
A bachelor’s degree in Information Technology, Computer Science, or a related field is requested, along with 2–4 years of experience in technical support, client services, or technology-driven business operations; equivalent education, training, and experience may be considered. Candidates should have strong customer service and communication skills, be able to explain technical concepts to varied audiences, collaborate across teams, and work independently with initiative and adaptability.
Full description
Description
Product Support Analyst - Job Description
Provider Exchange Network (PEN), a business unit of Open Dealer Exchange, is seeking a Product Support Analyst to support its workforce in Southfield, MI. As a Product Support Analyst, you will serve as a key liaison between PEN and its business partners, ensuring effective communication, issue resolution, and knowledge sharing. The position combines technical understanding, process improvement, and training support to enhance service delivery and partner satisfaction. The ideal candidate will have experience in strong analytical troubleshooter with service-oriented customer communication skills. PEN is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take the initiative as an employee and to be innovative. PEN offers a hybrid work model as well as an excellent compensation/benefit package.
Responsibilities
- Deep Product Knowledge: Demonstrate comprehensive understanding of PEN’s products and services
- Issue Resolution: Troubleshoot issues, perform escalation triage, and drive resolution
- Partner Communication: Communicate effectively with business partners regarding service-impacting changes
- Training Support: Coordinate and deliver training and educational initiatives for business partners
- Business Advocacy: Serve as a liaison and advocate to ensure partner needs and feedback are represented
- Process Development: Contribute to the design and improvement of internal processes and procedures
- Knowledge Management: Create, update, and maintain Knowledge Base articles to ensure content accuracy and relevance
Requirements
Job Requirements
- Bachelor’s Degree in Information Technology, Computer Science, or related field.
- 2-4 years of experience in technical support, client services, or business operations within a technology-driven environment
- Excellent interpersonal skills with the ability to collaborate effectively across teams and with stakeholders
- A combination of relevant education, training, and experience may be considered in lieu of formal qualifications
Desired Skills
- Strong customer service and communication skills with a focus on professionalism and responsiveness
- Exceptional communication skills, both verbal and written, with the ability to interpret and convey complex technical concepts to a wide range of audiences.
- Ability to collaborate effectively across multiple departments and levels within the organization to achieve common goals.
- A self-motivated and adaptable approach to working in a fast-paced and evolving environment.
- Able to work independently with minimal supervision, demonstrating strong initiative and accountability
