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Product Support Analyst

Lumen Solutions Group Inc

Austin, TX

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Acceptance Testing, Analysis Skills, Bug Tracking/Defect Management, Communication Skills, Cross-Functional, Customer Relations, Customer Support/Service, Customer/Client Research, Data Collection, Desktop Administration, Desktop Virtualization, Detail Oriented, Diversity, Documentation, Establish Priorities, Functional Testing, Laptop PC, Leadership, Needs Assessment, Product Support, Project/Program Management, Release Notes, Software Administration, Team Player, Technical Research, Technical Support, Technical Writing, Test Design, Time Management, Training/Teaching, Usability Engineering, User Documentation, User Interface/Experience (UI/UX)
LOCATION
Austin, TX
POSTED
30+ days ago
Customer Support - Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions. - Prioritize and escalate issues requiring deeper investigation or development team involvement. - Serve as potential business point of contact for support-related meetings and/or communications - Gain necessary knowledge and understanding through available resources and training User Testing - Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features. - Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams. - Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience. - Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards. Technical Documentation: - Create comprehensive and clear technical documentation for end users. - Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements - Collaborate closely with the Product Owner team to gather necessary information. - Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates. Customer Relations: - Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes. - Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers. - Present outreach findings to the Product Owner team, management, and division leadership. - Maintain regular communication with customers to understand their needs and concerns. II. CANDIDATE SKILLS AND QUALIFICATIONS Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/Preferred Experience 8 Required Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections. 8 Required Customer Service: Experience in customer service, with strong communication skills. 8 Required Collaboration: Strong ability to work closely with cross-functional teams. 8 Required Communication: Excellent communication skills to effectively work with cross-functional teams. 8 Required Attention to Detail: High level of accuracy and attention to detail in all documentation tasks. 8 Required Training and Support: Experience in training other team members. 8 Preferred Software Documentation: Familiarity with documenting software issues, release notes, and technical guides. 8 Preferred Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation. ***Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumens client, allowing the user access to the required systems and technology.*** Lumen Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

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Lumen Solutions Group Inc