Product Support Analyst (BI)

2 Months ago • 2 Years + • Administrative

Job Summary

Job Description

Trek is seeking a Product Support Analyst to join its Technical Support team, providing tier-2 support for its business intelligence (BI) team. Responsibilities include troubleshooting and resolving tier-2 tickets related to access requests, data discrepancies, and bug escalation. The role requires collaboration with BI analysts, developers, and cross-functional teams, ensuring timely resolution and updates in the JSM ticketing system. The analyst will investigate and resolve issues, document solutions, identify recurring problems, recommend improvements, test fixes, and stay updated on product enhancements. This position demands strong customer support, communication, troubleshooting, and debugging skills, along with familiarity with relational databases and SQL.
Must have:
  • 2+ years experience in application support
  • Strong customer support & documentation skills
  • Excellent communication skills
  • Proficiency in troubleshooting and debugging
  • Familiarity with relational databases & SQL
Perks:
  • Amazing benefits

Job Details

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our business intelligence (BI) team. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service. 

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for our stakeholders, collaborating closely with our BI analyst and BI dev team, and cross-functional teams. 

 

Key Responsibilities: 

  • Provide Technical Support: Serve as the primary contact within our tier-2 team to investigate customer-submitted tickets and issues related to, but not limited to, access requests, data discrepancies, triaging tickets as needed, and the escalation of bugs or critical incidents. 

  • Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with customers. Ensure timely resolutions and updates are provided in our JSM ticketing system. 

  • Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution. 

  • Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base. 

  • Improve Customer Experience: Identify recurring issues and recommend solutions to improve customer experience.  

  • Test and Validate Fixes: Reproduce customer-reported bugs and verify fixes in different environments. 

  • Continuous Learning: Stay updated on product enhancements and new features to effectively support the web application ecosystem. 

 

Required Qualifications: 

  • 2+ years of experience in application support, technical support, or a related role. 

  • Strong customer support & documentation skills 

  • Excellent communication skills with the ability to explain technical concepts to non-technical users. 

  • Proficiency in troubleshooting and debugging issues. 

  • Familiarity with relational databases & database languages (SQL, MySQL, T-SQL) 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Similar Jobs

Attentive - Senior Data Scientist/Applied Scientist, AI Products

Attentive

San Francisco, California, United States (Hybrid)
6 Months ago
WebTech Corporation - Technical Product Manager, Order to Cash

WebTech Corporation

State Of Minas Gerais, Brazil (Hybrid)
1 Day ago
Google - Senior Data Scientist, Product, Google Photos

Google

Mountain View, California, United States (On-Site)
2 Weeks ago
GoMotive - Technical Support Engineer, Tracking & Telematics

GoMotive

Pakistan (Remote)
2 Months ago
Rebellion - Experienced JavaScript Developer

Rebellion

Warwick, England, United Kingdom (Hybrid)
4 Weeks ago
PwC - IN_Senior Associate –SAP BTP – Enterprise Apps – SAP_ Advisory  - Bangalore

PwC

Bengaluru, Karnataka, India (On-Site)
5 Months ago
Microsoft - Critical Environment Instrumentation Engineer

Microsoft

Toronto, Ontario, Canada (On-Site)
1 Week ago
Google - Administrative Business Partner II, Google Cloud, Customer Growth Engine

Google

Mexico City, Mexico City, Mexico (On-Site)
2 Days ago
Aristocrat Gaming - Sr Technical Lead - Workday

Aristocrat Gaming

Noida, Uttar Pradesh, India (Hybrid)
3 Months ago
ByteDance - Senior Security System Engineer

ByteDance

Singapore (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Survay Monkey - Software Engineer II

Survay Monkey

(Remote)
8 Hours ago
Google - Program Manager I, Regional Demand Planning, Devices and Services

Google

Mountain View, California, United States (On-Site)
2 Days ago
Activision - Lead Analytics Engineer

Activision

Santa Monica, California, United States (On-Site)
1 Day ago
Steer Studios - Sr. IT Infrastructure Administrator

Steer Studios

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
1 Month ago
Next Level Business Services - Solution Architect

Next Level Business Services

Philadelphia, Pennsylvania, United States (On-Site)
6 Months ago
Playtika - Experienced Data Scientist

Playtika

Israel (On-Site)
2 Months ago
GoMotive - Technical Support Engineer

GoMotive

Pakistan (Remote)
1 Month ago
ION - Java Junior Developer

ION

Chișinău, Chisinau, Moldova (Hybrid)
1 Month ago
Knuddels - Backend Development and Data Science Internship

Knuddels

Baden-Württemberg, Germany (Remote)
1 Month ago
CData - Technical Marketing Engineer

CData

Bengaluru, Karnataka, India (On-Site)
4 Hours ago

Get notifed when new similar jobs are uploaded

Jobs in Haryana, India

Insight  Software - UI/UX Designer

Insight Software

Bengaluru, Karnataka, India (On-Site)
2 Days ago
Grab - Senior Software Engineer, Backend

Grab

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Vigaet - Computer Graphics Programmer

Vigaet

Bengaluru, Karnataka, India (On-Site)
7 Months ago
Assystems - Electrical CAD/BIM Designer

Assystems

Bengaluru, Karnataka, India (On-Site)
6 Months ago
Info Stretch - Lead Front End

Info Stretch

Bengaluru, Karnataka, India (Hybrid)
5 Months ago
Warner Bros Games - Staff Software Engineer - Data Platform

Warner Bros Games

Hyderabad, Telangana, India (Hybrid)
4 Weeks ago
Reltio - Advanced Customer Engineer

Reltio

Bengaluru, Karnataka, India (On-Site)
1 Day ago
Rackspace Technology - Sr. Project Manager

Rackspace Technology

Gurugram, Haryana, India (Remote)
5 Months ago
Actian - Technical Writer - Bangalore

Actian

Bengaluru, Karnataka, India (On-Site)
6 Months ago
Anthology - Senior UI Architect

Anthology

Bengaluru, Karnataka, India (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Administrative Jobs

SmileGate - Server Engineer

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
3 Months ago
Trackman - Customer Service Specialist (Tier 1)

Trackman

(On-Site)
1 Month ago
Trackman - Customer Service Specialist (Tier 1)

Trackman

Hørsholm, Denmark (On-Site)
1 Month ago
Universal Music - Manager, North America Catalog Services

Universal Music

Franklin, Tennessee, United States (On-Site)
1 Month ago
Keywords Studios - Gaming Operation Support Staff

Keywords Studios

Suginami City, Tokyo, Japan (Hybrid)
1 Month ago
Rebellion - Archivist

Rebellion

England, United Kingdom (On-Site)
1 Month ago
Netflix - Technical Support Specialist, Customer Service Tools

Netflix

Los Gatos, California, United States (On-Site)
2 Weeks ago
Tesla - HR Operations Payroll Specialist - Switzerland & Austria

Tesla

Zug, Zug, Switzerland (On-Site)
2 Months ago
Aristocrat Gaming - CRM Coordinator

Aristocrat Gaming

St. Julian's, Malta (Hybrid)
4 Weeks ago
Single Store - Technical Account Manager

Single Store

Bengaluru, Karnataka, India (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Edgewater, New Jersey, United States (On-Site)

Taichung City, Taiwan (On-Site)

United States (Remote)

Haryana, India (On-Site)

Waterloo, Wisconsin, United States (Hybrid)

Louisiana, United States (On-Site)

Summit, New Jersey, United States (On-Site)

Highlands Ranch, Colorado, United States (On-Site)

Madison, Wisconsin, United States (On-Site)

Raleigh, North Carolina, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Trek

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug