Product Support Specialist
Resolvit, LLC - Cary, NC

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Information technology is just a part of IT


We are currently seeking a Product Support Specialist who will support support assigned products on an on-going, day to day tactical operations support level, and launch/post-launch activities as the primary linkage to Product Management/Customer and Product Support teams. They will analyze needs to help build product performance capability across assigned product lines and provide in-depth data and/or process analysis around product usage. They will act as “subject matter expert” regarding in-depth product support and usage analysis.

Responsibilities :
Service Effectiveness

  • Analyze the level of customer satisfaction for product service delivery; build fact-based
analytics to support resolution of key service issues

  • Gather information to support analysis and prioritization of opportunities identified

  • Analyze data/process usage, need and prioritization for product maintenance
  • Provide Incident Management coverage for assigned product areas
  • Conduct root cause analysis for product performance
  • Monitor and maintain appropriate service levels
  • Establish key measurements and dashboards for service delivery effectiveness and “drill
down” capability

  • Ensure service level agreement compliance
Product Launch – Roll-out execution and service support

  • Execute/analyze product launch plans as needed by product management
  • Analyze customer service level agreements and assessment or data/product performance
against expectations and service levels

  • Analyze data/process analysis as needed relative to product specialty
  • Analyze product usage and product performance/acceptance against business

  • Provide analytical insights to refresh product service effectiveness
  • Identify issues/risks with product service
  • Support day to day product performance as assigned
  • Collaborate with Customer and Product Support management and application support
services to manage queue for RAPID requirements; manage resource tradeoffs/maximize


  • Participate in user acceptance testing activity, user training, implementation planning and
user documentation

  • Ensure attention to customer component of business requirements documentation
People/Matrix Management

  • Serve as service champion and advocate for assigned product within the client, working
across organizations

  • Understand all aspects of assigned product including how the product is used within
customer companies

  • Add value to customer conversations; advise on direction, service improvements, user
training issues, etc

  • Identify customer concerns including the direction in which they are going and how that
relates to assigned product

  • Work with Customer and Product Support to ensure optimal Level 1 and Level 2
Customer Support knowledge transfer and coverage


  • Support “Cost to Serve” mechanisms; simplify servicing options; automate where

  • Support Product Support Managers in identifying cost/service tradeoffs
  • Drive customer self-serve implementation
  • Support product analysis including potential service optimization options, enhancements
for quality, convenience and low cost

  • Manage product line operational effectiveness to drive profitability
  • Bachelor degree preferred (In Business administration, transportation/logistics or IT a
plus) or related equivalent applied work experience and a minimum of 1-4 years’


  • Strong analytical skills
  • Strong process skills
  • Strong verbal and written communication skills
  • Strong MS Office
  • Strong technical foundation including knowledge and understanding of leveraging
technology for business needs

  • Ability to manage multiple activities in a deadline-oriented environment, highly
organized and flexible

  • Exposure to ISPF, SQL and TOAD a plus
  • Railroad industry experience a plus
  • Experience working in teams/team matrix a plus
  • Demonstrates Railinc values

We're a progressive management and IT consulting firm that helps clients' businesses grow with the power of our people—functional and technical experts who bridge the gap between IT and the business that it supports.

Our projects focus on software development and infrastructure support in the vertical markets of: telecommunications, healthcare and biotechnology, manufacturing and distribution, finance, media, and government . Our project managers, programmers, designers, analysts, and engineers support Fortune 1000 clients.

We've grown 121% over the last two years. How? We hire the best in their fields—results-focused professionals with skills that are re-deployable from one engagement to the next. Our employees receive excellent benefits to include Health, Dental, Vision, 401K, Tuition Reimbursement and more. And we keep our people on staff and help grow their careers.

At Resolvit, you'll be one of the people growing our business. We'd like to make you part of our success. Contact us to discuss your future:

Phone: 919-544-9422

Fax: 919-544-9433


Click here to apply online

Resolvit, LLC - 15 months ago - save job - block
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About this company
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Resolvit, LLC is dedicated to providing technology and business consulting solutions to clients in the New York City, Washington, DC,...