Product Support Analyst

Job Title - Product Support Analyst
Duration - Full Time/Long Term
Work Location- Austin, Tx

Position Summary:
We are Seeking a dedicated Product Support Analyst to provide first-line support for CRM and Help Desk systems, troubleshoot issues, and ensure smooth software operations. Responsible for developing and delivering training programs for users at all levels, coordinating activities with stakeholders, and contributing to knowledge base articles. Monitors and resolves support incidents, performs User Acceptance Testing (UAT), and ensures timely updates to issues and enhancement requests. Must have experience with Atlassian Jira (Service Desk and Software), Zendesk, MS Modern Requirements, and end-user software testing, with a preferred working knowledge of Jira Software. This role reports to the CRM Director and operates with significant autonomy and judgment.

PRINCIPAL DUTIES AND RESPONSIBILITIES (May perform any or all of the following):
(Minimum 8 Years of experience is required)

• This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and Help Desk software. 
• Develop, and conduct training programs tailored to all levels of CRM and Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems. 
• This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
• Develops, monitors, maintains, and delivers communication for the CRM and Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and Help Desk applications; contributes to and uses knowledge base articles
• Monitors, reviews, and resolves Customer Relationship Management (CRM) and Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
• Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and Help Desk products; ensures all issues and enhancement requests are updated accurately and timely

Required :

Using Atlassian Jira Products (Service Desk and Software)

End User Testing of software releases

Using Zendesk Help Desk

Using MS Modern Requirements

Preferred: a working knowledge of Jira Software product

ABOUT ISHIR

ISHIR is a digital innovation and enterprise AI services provider. We work with startups and enterprises to shape the future through accelerated innovation, deep technical expertise, access to global digital talent and a passion for complex problem-solving. With our help, our clients overcome their most difficult digital challenges leveraging AI.

We are not just consultants, we are partners in our clients’ success, assisting them with re(gaining) competitive edge by identifying opportunities for differentiation, industry disruption, scalable innovation, and go-to-market strategies that deliver successful outcomes.

At ISHIR, we help bold businesses accelerate innovation through Talent, Speed-to-Market, and AI. We help make an impact by solving real problems using innovation, improved customer experiences and the right technologies.

As an ISHIR employee, you will get the advanced training you need to be successful, and the opportunity to apply it. You must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our startup and enterprise customers. These are the qualities of a person destined for success at ISHIR.

ISHIR attracts a special type of individual—someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities. ISHIR is an exciting place to work. It is imbued with an entrepreneurial spirit and promotes self-reliance, open communication, and collaboration.