Electronic Commerce, Inc. Product Support Analyst in Elkhart, Indiana

Purpose

The Product Support Analyst is a member of the Client Services team and supports new and existing customers using Vibe HCM Products, such as On-boarding, Applicant/Recruitment, Performance Management, Employee Self Service/ Manager Self Service (ESS/MSS), Content Management and Workflow. The Product Support Analyst reviews issues and support requests from the client and corrects customer data, provides customer recommendations and supports Vibe HCM. The Product Support Analyst will work with the Client Services team to ensure customers concerns are addressed.

Essential Duties and Responsibilities

  • Provide exceptional support to our clients

  • Work effectively as a member of a team to respond to client reported and system reported issues using the technology tools and techniques employed by Vibe HCM

  • Investigate the sources of the issues reported and communicate an effective solution to the problem that will address the current need and reduce support requirements in the future

  • Set realistic and achievable expectations for deliverables

  • Identify additional enhancement requests and opportunities and communicate them to the Professional Services team for follow up with the client

  • Promote team work and collegiality in the work environment

  • Observe the corporate values of Vibe HCM

  • Promote Vibe HCM as the service provider of choice in the industry

  • Lead or participate in other assigned projects

Requirements

  • Bachelor’s Degree in Information Systems or related fields from an accredited college or university

  • Two or more years of experience supporting enterprise software systems.

  • Working knowledge in programming; systems analysis and design; development methodology and standards

  • Knowledge in database technology, application design, systems development, quality assurance, and computer operations

  • Support of one or more of the following software solutions highly desired, but not required: Payroll, Open Enrollment, Time and Labor Management, HR/Benefits, Applicant/Recruitment, Onboarding or Performance Management

  • Ability to travel as required