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Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it’s in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let’s see what we can do together.
Product Analyst
Summary:
Product Analysts bridge the gap between Product and cross-functional partners by handling complex escalations and evaluating the usability of our products.
To do this, a Product Analyst must interface with the support team, the product team, and our customers to thoroughly analyze issues in order to determine the root cause and the best course of action, and will then work with impacted teams to execute on that resolution.
As one of the primary customer-facing contacts, the Product Analyst bears a significant responsibility to ensure a positive client experience through delivering a desirable product.
The best candidate will be a critical and logical thinker, proficient with technology, adept at problem-solving and communication, who is well organized and can handle multiple projects at once.
Responsibilities will include, but are not limited to:
Escalation Triage
Evaluate escalations received from various sources.
Determine Root Cause.
Determine appropriate resolution steps.
Follow through with impacted teams to ensure timely resolution.
Communicate with stakeholders on the status of the escalation.
Product Management
Assist with reporting, documenting, and communicating defects and problems with the product team.
Assist in validating documentation/training materials.
Client Communication
Working closely with clients to obtain customer feedback, in all release phases, and seeing it through to communicating status or resolution back to clients.
Coordinate between customer, dealer, and implementation teams.
Troubleshooting and escalating defects reported from customers; seeing escalations through to completion.
Monitor and coordinate feedback through the Feature Request process.
Stakeholder Communication
Communicating with product teams regarding feature prioritization, and/or use case and product requirements.
Escalating and tracking defect issues through to resolution when it is related to direct customer feedback.
Regular communication with internal stakeholders of gaps that exist between the existing product and client expectations.
Job Details:
Knowledge/Skills/Abilities:
Ability to do high-level troubleshooting, document and communicate issues; translate customer issues into specifications.
Act as primary contact with end-users to understand escalations and issues.
Work with internal teams, to communicate product requirements and monitor tasks.
Excellent written and verbal communication skills necessary.
Familiarity with project management software, such as Jira.
Project participation – in all phases, but focusing on customer-facing tasks.
Take the initiative to recommend process improvements and demonstrate creative thinking.
Help to ensure high-quality deliverables and a positive customer experience.
Documentation and training skills.
Time management, ability to multitask, and propensity to handle urgent interrupts with poise and professionalism
Bachelor’s degree or equivalent work experience.
Some customer service experience is preferred.
2-4 years experience managing customer relationships.
Hospitality and/or retail experience required.
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at 1.706.644.8747 or 1.877.644.8747 or email at [email protected].
EOE/Minorities/Females/Vet/Disability
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics.
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