Product Support Analyst

The Product Support Analyst configures, develops, executes, troubleshoots, and monitors processes that drive our client’s capabilities. The Product Support Analyst understands the details of our client’s data and First Orion’s products to ensure our client’s success. This position strives daily to improve quality and adhere to standard processes and procedures. This position will work with customers and Client Success Managers to understand requirements and escalate issues with a focus on maintaining a seamless process flow.

The Product Support Analyst analyzes, troubleshoots, and modifies processes to ensure efficient delivery of services to First Orion customers. The Product Support Analyst also maintains a broad understanding of First Orion’s solutions, including AI-driven and automated support technologies and API-based integrations. This role supports API-related customer needs by assisting with configuration, troubleshooting integration and data exchange issues, and coordinating technical escalations. The role also leverages data analysis, intelligent workflows, and emerging AI capabilities to optimize service delivery, improve operational efficiency, and enhance the overall customer experience.

What you’ll be doing: 

• Coordinate and manage solution and content configuration with customers, vendors, and/or internal stakeholders
• Verify metrics, monitor solution processes, and audit / verify the results based on trends and thresholds
• Implement, configure, and build processes, including ad hoc, and production processes
• Validate content, content formatting specifications, and test content delivery process ensuring zero defects
• Deliver accurate metrics to customers and / or their vendors through the appropriate transfer mechanisms
• Develop reports to support Client, Carrier, Account Team or internal First Orion needs.
• Utilize SQL and other technical skills to support reporting or respond to client questions
• Ensure compliance with quality assurance processes, established procedures, project requirements and service level agreements/expectations
• Research, troubleshoot and take action regarding processing issues according to product, client and / or third-party vendor specifications. This includes advising the team and clients on necessary solution changes or fixes to implement as well as the actual work to implement / fix
• Provide first-line support for API-related customer inquiries, troubleshooting issues and delivering timely resolutions.
• Investigate API errors, validation failures, authentication issues, and integration problems using internal tools and dashboards.
• Monitor, evaluate, and validate outputs from AI‑driven customer support solutions to ensure accuracy, relevance, and alignment with client expectations.
• Actively maintain and improve AI knowledge base content, workflows, and intent mappings to increase response accuracy and reduce customer friction.
• Professionally communicate internally and externally with clients and stakeholders as determined by the nature of the discussion. 
• Accountable to manage their own time in order to meet deadlines.
• On-Call Rotation: Address urgent issues promptly during on-call shifts.

What you’ll need: 

• Bachelor’s Degree in MIS, Computer Science or related field of study
• 1-3 years of experience in technical support or customer service
• Solid Relational Database and SQL skills
• Knowledge of auditing / monitoring techniques and tools
• Expert in Excel (advanced formulas, pivot tables, and vlookups)
• Proficient in other Microsoft Office Programs
• Investigative and troubleshooting skills
• Excellent organizational skills
• Ability to work in a fast-paced environment.
• Demonstrate excellent ability to communicate with clients and internal stakeholders
• Strong attention to detail in order to monitor and audit solution processing services
• Ability to quickly grasp complex technical processes
• Experience working with or supporting AI‑driven tools, bots, or automated workflows in a customer support or operational environment.
• Strong analytical skills to assess AI responses, identify inaccuracies or gaps, and translate findings into actionable improvements.

Bonus Points: 

• Experience with Zendesk
• Experience supporting or optimizing AI‑powered customer support tools (e.g., Zendesk AI, email automation, chatbots).
• Experience developing reports
• Experience with Databricks
• Experience in the Mobile or Telecom industry
• Experience leveraging or supporting APIs for system integrations, data exchange, or automation workflows.

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work.  Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.

• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video. 

• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance. 

First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.