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Product Support Analyst I

Company: Discount Tire
Location: Scottsdale
Posted on: June 12, 2021

Job Description:

Job Description

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

Under direct supervision, the Product Support Analyst I analyzes escalated issues, questions, including, but not limited to, Point of Sale application, SAP and payment applications. Additionally, this position is responsible for documenting customer feedback on applications and providing recommendations to improve applications.

Essential Duties and Responsibilities:

  • Research escalated inquiries/issues by using critical thinking, initiative, and collaboration in combination with established processes and procedures
  • Work closely with Product and Project Teams to gain understanding of and provide support for critical business applications
  • Identify, recommend and document modifications or improvements for critical business applications
  • Serve as a technical liaison between the development and user communities
  • Review and analyze customer feedback on critical business applications
  • Conduct training for Service Desk and other support teams on new products or services being rolled out to the enterprise
  • Complete Payment Card Industry (PCI) compliance processes
  • Create and review instructional documents and knowledge articles for business applications and processes
  • Perform Quality Assurance validation on business applications software releases and fixes
  • Provide on-call support for escalated production issues on a rotating schedule
  • Complete work in a timely and accurate manner while providing exceptional customer service
  • Follow Incident Management Procedures and assist with Customer Communication for High Priority issues affecting the enterprise
  • Reconcile finance/invoices, data, etc.
  • Other duties as assigned

Job Requirements


  • This position requires a minimum of one year IT support experience or eighteen months working with Company business applications hardware experience.
  • Knowledge of POS systems, SAP, invoice applications systems and payment application systems is necessary.
  • This position requires excellent written and verbal communication along with strong interpersonal and customer service/orientation skills.
  • Ability to prepare and/or execute test plans, test scripts and test cases is necessary.
  • Intermediate level computer experience, including Microsoft Word, Excel, PowerPoint and Visio is necessary.
  • This position requires technical, analytical and critical thinking skills, including, but not limited to, attention to detail, analytical, trouble-shooting and problem solving.
  • Ability to work efficie

Keywords: Discount Tire, Scottsdale , Product Support Analyst I, Other , Scottsdale, Arizona

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