Job Description
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The job is a remote job and is open to candidates in USA. HLP Integration is a leading provider of data and document management solutions, specializing in tailored technologies that leverage machine learning and artificial intelligence. They are seeking a highly organized and detail-oriented Product Support Analyst to assist with user support requests, manage support tickets, and collaborate with various teams to ensure customer satisfaction and product success. Responsibilities Respond to and resolve user support requests via phone and email Track, manage, and maintain support tickets, ensuring timely follow-bolthires and resolution Work with cross-functional teams (IT, production, and operations) to meet customer satisfaction goals Collaborate with specialists to assist with back-end system maintenance and updates Perform front-end configuration changes to meet customer and product requirements Generate and distribute reports to provide insights into product performance and support trends Gather and prioritize customer and product requirements for current and future products, improvements, and enhancements Collaborate with product and sales teams to ensure products and demos align with customer needs and expectations Assist in preparing and delivering product demos to showcase features, functionality, and value to prospective clients and current users Participate in product demo process and provide input to ensure a polished and professional delivery Support the establishment and implementation of product management best practices across the organization Skills Interest in and passion for technology, with a desire to grow in product management Strong organizational and problem-solving skills, with great attention to detail Excellent communication skills, both written and verbal, with a customer-centric approach Ability to work collaboratively with cross-functional teams and independently when needed Familiarity or background with eDiscovery products (iCONECT, Relativity, etc.), CRMs (Salesforce, ServiceNow, etc.), ticketing systems, and front-end/back-end systems Experience working on State or Federal Contracts Benefits Dental insurance Health insurance Paid time off Vision insurance Company Overview HLP is a litigation support consulting and services company.
It was founded in 2007, and is headquartered in Washington, District of Columbia, USA, with a workforce of 11-50 employees. Its website is