Product Support Analyst

Job Description

Job Description

Benefits:

• Health insurance
• Training & development
• Vision insurance
• Wellness resources
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts

Job Title: Product Support Analyst
Non-Exempt: No
Remote: Yes
Department: Implementation and Product Support
Reports To: Senior Manager, Implementation and Product Support
Work Hours: 8:00 AM 5:00 PM ET or 10:00 AM -7:00 PM

About MuniBilling:
MuniBilling delivers a flexible Electronic Bill Payment & Presentment as a Service (EBPPaaS) platform for municipalities, HOAs, and property managers. We modernize billing operations through subscription and managed service models, supporting clients from implementation onward. Based in Greensboro, NC, we foster a collaborative, feedback-driven culture and offer competitive pay, comprehensive benefits, 401(k) match, and a supportive work environment.

Role:
The Product Support Analyst (PSA) serves as a frontline problem solver for clients, providing technical assistance, diagnosing issues, and escalating incidents that require deeper investigation. This role requires strong analytical and communication skills, with the ability to distinguish between configuration errors, product defects, and user training gaps. PSAs are accountable for the full lifecycle of issue resolution and contribute to continuous product and documentation improvements.

Key responsibilities include:

• Investigating and resolving complex user-reported issues (training, product defects, performance concerns, documentation).
• Reproducing and triaging suspected software defects, escalating validated issues with replication steps and impact assessments.
• Analyze application performance by collecting simulation data and browser/server logs, and work with engineering on root cause analysis.
• Enhancing documentation and training by identifying gaps and collaborating with the Training and Documentation teams.
• Maintaining accurate, timely communication with clients and internal stakeholders during resolution.Creating clear, well-documented tickets in the ITSM system (e.g., JIRA Service Management)

Career Growth Opportunities:
MuniBilling offers robust career growth options that include vertical growth within a specific domain of subject matter expertise (SME) and career diversity across other disciplines of MuniBilling.

Essential Functions:

• Investigate, reproduce, and resolve software and performance issues.
• Diagnose and triage bugs, escalating validated issues with full documentation.
• Collaborate across Product, QA, Implementation, and Client Success teams to drive resolution.
• Provide proactive updates and knowledge-sharing throughout and after incident resolution.
• Contribute to internal/external documentation, FAQs, and self-service resources.
• Maintain accountability for escalated tickets from open to closure.

Competencies:

• Strong communication and interpersonal skills.
• Self-driven, accountable, and effective without micromanagement.
• Excellent prioritization, organization, and problem-solving abilities.
• Diagnostic mindset with attention to detail and curiosity.
• Adaptable to frequent interruptions while maintaining quality output.
• Proficiency in standard business software (Word, Excel) and commercial CRM/helpdesk systems.
• Collaborative team mindset with a passion for continuous improvement.

Supervisory Responsibilities:
None

Qualifications:
Required:

• 1+ year of customer support experience for a technology or SaaS company.
• 1+ year experience using ITSM/helpdesk software (JIRA, ServiceNow, Zendesk, etc.).
• Experience navigating enterprise-class software applications with accuracy and confidence.
• Technical aptitude to troubleshoot and resolve complex issues.
• High school diploma or GED.

Preferred Education and Experience:

• Experience in a call center, particularly within utility billing.
• Prior exposure to utility billing operations.
• Demonstrated ability to coach users through technical troubleshooting.
• Skilled in adapting communication style across a variety of users.

Performance Management

• 30/60/90 day Onboarding training, assessment, benchmarks, and milestones
• Senior Customer Service Representative Performance Management Assessment Framework

Affirmative Action/EEO statement
MuniBilling is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. MuniBilling is proud to be a drug-free workplace. However, screening tests for alcohol and illegal drugs may be performed on applicants and employees as a condition of employment or during employment.

Other Duties:
This job description is not designed to cover every activity, duty, or responsibility. Duties may change at any time with or without notice.

Internal Candidates Only:
Internal Candidates must meet all metrics in their current role to be considered for an internal career transition. In addition, if the internal candidate is interested in the posted position, they must have their immediate supervisor's approval.

This is a remote position.