What are the responsibilities and job description for the Production Support Analyst position at Jobs via Dice?
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Job Title: Product Support Analyst
Location: Round Rock, TX
Duration: long term
Job ID: 4CI -7564
Required Qualifications:
Job Title: Product Support Analyst
Location: Round Rock, TX
Duration: long term
Job ID: 4CI -7564
Required Qualifications:
- Provide customer support using Salesforce Service Cloud or similar CRM platforms
- Manage and update cases with accurate documentation and timely resolution
- Review and interpret case notes to deliver clear status updates and next steps
- Create high-quality case notes aligned with organizational standards
- Follow workflows, scripts, and compliance guidelines
- Communicate effectively with customers, including de-escalating sensitive situations
- Conduct desktop research to verify information and support case resolution
- Perform accurate data entry with strong attention to detail
- Handle multiple tasks, prioritize workload, and meet deadlines
- Apply sound judgment and problem-solving in customer interactions
- Explain policies, procedures, and program guidelines to customers
- Collaborate with team members to ensure consistent service delivery
- Adapt to dynamic situations and maintain professionalism under pressure