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Product Support Analyst

ROCS Fairfax ,VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Product Support Analyst

Fairfax, VA (Hiring Remotely During COVID)

Full-time, 2-3 months


Why You Want to Work Here:

This is a great opportunity to gain experience with a nationally recognized award-winning company that has a high-energy team and a fun, innovative, and casual atmosphere. In this role, you will help the company get caught up on a backlog from COVID by performing research, analysis, and facilitating the timely resolution of customer submitted issues regarding use of and information displayed through products.


Other important info:

  • Team-oriented
  • Employee focused, working remotely due to employee safety
  • Concrete tasks and expectations to meet each day
  • Great experience & company to continue to build your resume


Job Duties:

  • Conduct internal and external research and analysis to ensure requested changes to the data can be supported and/or should be made
  • Respond to customer inquiries related to their use of products and services
  • Communicate cordially and professionally with customers through all media (phone, email, chat, etc.)
  • Excellent listening skills, including the ability to understand the customer’s point of view and respond clearly and concisely
  • Ability to understand complex issues and translate them into easily understood, clear messages for the customer
  • Defuse potentially volatile situations and bring the discussion to focus on resolution
  • Work with internal customers and external data providers to verify data, including any and all supporting documentation
  • Determine accuracy of each issue submitted and assess trends in data quality
  • Provide timely responses to all inquiries as determined by Team and individual goals
  • Accurately document and classify all communication with customers
  • Recommend product improvements based on empirical data
  • Leverage all available resources to research and resolve customer issues
  • Provide process feedback to management on issue analysis and research methodology
  • Other duties as assigned


Job Qualifications:

  • Research and analytic experience preferred
  • Access to high speed internet and a remote workspace
  • Sense of urgency and passionate about customer service and satisfaction
  • Creative thinker who is inquisitive and insists on substantiated conclusions
  • Highly organized and attentive to detail
  • Ability to work independently while working remotely and collaborate virtually as part of a team
  • Multitask in a fast-paced environment
  • Comfortable working in a metrics-oriented environment
  • Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
  • experience a plus
  • 2-3 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience



Fairfax, VA