Product Support Analyst

First Orion is a branded communications technology company that helps businesses improve revenue, efficiency, and customer experience. The Product Support Analyst configures, monitors, troubleshoots, and improves customer-facing processes, while supporting API integrations, data analysis, reporting, and AI-driven customer support solutions.

What you'll do:

• 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

What they're looking for:

• 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

Benefits:

• Open PTO
• Company-paid holidays
• Flex Fridays
• Flexible work arrangements
• State-of-the-art fitness center
• Health insurance options
• Dental and vision insurance options
• Retirement plans
• Learning and development programs
• Career path frameworks