Product Support Analyst 2

Throughout the past 30 years plus, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries. We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries. MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations. We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com Get started on your career journey today! Apply to become a part of the MMC Team! We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Job RequirementsPosition: Product Support Analyst II, Technical Services, Help Desk and OperationsLocation: REMOTEDuration: Services are expected to start 12/02/2024 and are expected to complete by 02/28/2025Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.Troubleshoot and resolve complex issues related to business application use, configuration, and customization.Conduct training sessions for users, empowering them to effectively utilize our applications.Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.CANDIDATE SKILLS AND QUALIFICATIONSMinimum 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.YearsRequired/PreferredExperience4RequiredExperience with help desk / service desk services.4RequiredExperience with help desk software (e.g. ticketing systems, knowledge bases).4Required(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)4Required(at least 2) High-level knowledge of information technology systems and best practices.4Required(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)4Required(at least 2) Experience working with SharePoint Lists.4Required(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.4Required(at least 2) Experience with call handling.2PreferredExperience with Remedy / BMC Helix.