JOB TITLE: Product Support Analyst I

JOB SUMMARY

The Product Support Analyst I provides first-level analysis, troubleshooting, and support for enterprise software applications. This role focuses on diagnosing and resolving routine technical issues while escalating more complex problems to senior team members or external vendors as needed. The Product Support Analyst works closely with end users and internal teams to ensure timely issue resolution and minimal disruption to business operations. This position is part of an Enterprise Applications team within a broader technology organization committed to collaboration, learning, and continuous improvement.

WHAT YOU WILL DO

• Provide first-level troubleshooting and support for software application issues using established procedures and support guidelines.
• Escalate complex or unresolved issues to senior analysts or third-party vendors following defined escalation paths.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Assist users by providing basic application training, guidance, and job aids to improve effective system usage.
• Communicate clearly and professionally with users, providing timely updates on issue status and resolution progress.
• Participate in testing, validation, and deployment of new applications or system upgrades under supervision.
• Support team initiatives by contributing feedback, maintaining documentation, and sharing knowledge.
• Proactively identify recurring issues and recommend process or system improvements where appropriate.
• Respond to incidents and service requests within established service level agreements (SLAs).

WHAT YOU WILL NEED

• Associate's degree in Computer Science, Information Systems, or a related field, or equivalent education and experience.
• 0-2 years of experience in IT support, application support, or a related technical role (internship or help desk experience is a plus).
• Basic Yardi experience
• Familiarity with enterprise software applications, databases, and general IT support environments.
• Strong problem-solving and analytical skills with the ability to adapt and learn new systems quickly.
• Effective written and verbal communication skills for interacting with users, peers, and leadership.
• Ability to follow documented procedures and appropriately escalate issues when necessary.

WHAT THE JOB REQUIRES

• Work is primarily performed in an office or hybrid work environment using standard office equipment.
• Availability to work five days per week, with occasional weekend support as needed.
• In-person work expectations based on organizational hybrid policy, subject to change.
• Ability to sit or stand for extended periods and perform standard office tasks with minimal physical exertion.
• Occasional travel may be required for training, meetings, or support activities.

WHAT YOU WILL BRING TO THE TABLE

• Ability to understand and follow instructions within established processes and procedures.
• Strong attention to detail, particularly in documenting issues and resolutions.
• Basic analytical skills to identify problems and apply known solutions effectively.
• Customer-focused mindset with a positive attitude and willingness to learn from senior team members.
• Ability to make decisions under general supervision, guided by documented policies and support standards.