Randstad Product Support Analyst in Cedar Rapids, Iowa

Product Support Analyst


Cedar Rapids, IA

Date Posted:

Wednesday, October 5, 2016

Job Type:

Temp to Perm

Reference #:



Randstad Technologies

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Job Summary:

The Product Support Analyst will be responsible for providing technical assistance and support. This position will serve as the initial customer entry point for all related inquiries, trouble reports, and maintenance requests associated with aftermarket products and services. The successful candidate will respond to queries in a timely and professional manner, collect all required information, engage the customer in initial diagnosis and analysis process steps, provide recommendations for issue resolution or escalate to the next level of support. Responsible to record and report on all transactions of the customer engagement.

Essential Job Functions/Responsibilities:

  • Respond to requests for technical assistance in person, via phone, electronically

  • Follow standard help desk procedures

  • Log all help desk interactions

  • Administer help desk software

  • Research questions using available data, log and other sources of information

  • Diagnose and resolve technical hardware and software issues

  • Advise user on appropriate action

  • Dispatch issue resolution to appropriate resources

  • Identify and escalate situations requiring urgent attention

  • Track and route problems and requests and document resolutions

  • Prepare activity reports

  • Maintain daily performance of computer systems

  • Engage with engineering personnel and read available material to become familiar with company systems and products.


  • Bachelor s degree in Technical/Business related field, Engineering or Sciences preferred. Non- degreed candidates with Military experience in these areas or advanced Military and industrial experience in Project Management will be considered

  • Minimum of two (2) years experience in support services or related field required

  • Working knowledge of fundamental operations of large systems, including software and hardware desired

  • Knowledge on use of call and data tracking applications, proficient in use of MS Office applications

  • Any Remedy, Redmine or HP OpenView or HP BTO (Business Technology Optimization) experience is a plus.

  • Knowledge and experience of customer service practices

  • Effective oral and written communication skills; ability to articulate clearly and concisely, tailored to audience

  • Ability to develop high level of credibility and strong positive relationships with customers and peer

  • Preference given to those with Brazilian Portuguese, Spanish and French language skills

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