Job Title: Product Support Analyst 3

Position Type: Full-Time Contract

Duration: 7 Months (potential for 1 - 3-year renewals)

Work Arrangement: 100% Remote (within the United States)

Work Hours: Monday – Friday, 8:00 AM – 5:00 PM CT (flexibility required for occasional evenings/weekends/holidays)

Position Overview: Client seeks a highly experienced Product Support Analyst 3 to provide dedicated support. The ideal candidate will be a bridge between technical teams and end-users, responsible for resolving support tickets, conducting user acceptance testing, creating technical documentation, and maintaining strong customer relationships with Education Service Centers (ESCs) and Local Education Agencies (LEAs). This role is critical in ensuring the usability, accuracy, and effective communication surrounding TSDS data submissions and functionality.

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 client-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.

CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:

Years

Required / Preferred

Experience

Required

LEA/vendor-level experience working with the TSDS and its data collections.

Required

Customer Service: Experience in customer service, with strong communication skills.

Required

Collaboration: Strong ability to work closely with cross-functional teams.

Required

Communication: Excellent communication skills to effectively work with cross-functional teams.

Required

Attention to Detail: High level of accuracy and attention to detail in all documentation tasks.

Required

Training and Support: Experience in training other team members.

Preferred

Software Documentation: Familiarity with documenting software issues, release notes, and technical guides.

Preferred

Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation.

Aroha Technologies

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