Product Support Analyst

Location: Charlotte, NC



DealCloud is looking for a Product Support Analyst to join our client success team. This position is a client facing role in which you will diagnose and troubleshoot user issues with our cloud based SaaS platform. The Product Support Analyst responsibilities include being the first line of support in investigating, triaging and resolving tickets that flow into the help desk queue.


In this role, you will be responsible for solving low to medium priority issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. For those issues which require Tier II escalation, this position will work closely with Product Support Specialists to determine and communicate a resolution back to the product user. This position will also be expected to share knowledge acquired through formal/informal training sessions with internal staff on the Support and Client Success teams.

What you’ll do:
  • Responsible for investigating, triaging and resolving Tier I tickets that flow into the help desk queue. Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.
  • Assist clients with questions regarding platform configuration, work flow, new processes and low to medium priority technical issues.
  • Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of Client satisfaction.
  • Prepare detailed specifications and steps to reproduce for items requiring Tier II escalation.
  • Identify potential delays in resolution, take corrective action, and manage communication to the client.
  • Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution.
  • Provide clear and concise verbal and written communications with client end-users.
  • Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.
  • Assist in new product release testing and UI feedback sessions with the Product team.
  • Gather feedback from clients on potential areas for product development / enhancement.



What you’ll get:

  • Competitive compensation
  • Challenging and rewarding work
  • Generous benefits package
  • An incredible team of smart and mission-driven people to work with



What you’ll need:

  • Technical Support or Client Success experience
  • Strong Excel skills and competency with Windows OS and Microsoft Office suite
  • Some knowledge of help desk ticketing and workflows
  • Dedication and commitment to resolve client issues
  • Strong written and verbal communication skills, and be able to work effectively in partnership with clients
  • Superior troubleshooting, analytical, and technical problem-solving abilities
  • Self-motivated, strong work ethic, and a “whatever it takes to get it done” mentality
  • Willingness to roll-up up your sleeves to get the job done while contributing to the overall success of the company
  • Strong organizational skills and is an effective planner
  • An undergraduate business, computer science degree or other related degrees. Preferred majors, minors and concentrations include Finance, Computer Science, Management Information Systems, and Mathematics.



Bonus if you:

  • Experience with SaaS (cloud based) software deployments
  • Ability to interact with a wide range of customers and technical issues
  • Experience working in the private equity or investment banking sector is a strong plus
  • Basic scripting and programming experience
  • Ability to read and analyze application error logs
  • Understanding of functional programming concepts




About DealCloud

We are the premier platform for deal professionals in the private capital markets. DealCloud’s deal pipeline and relationship management platform provides an unparalleled environment for managing a robust business development and deal sourcing strategy. DealCloud’s industry-specific capabilities include deal management, portfolio management, fundraising, and investor relations management and reporting.


DealCloud was built by Deal professionals to specifically address the day-to-day information management challenges encountered by professionals in this end-market. The platform is supported by a team of dedicated former deal professionals that have a deep understanding of industry-savvy client service.


Delivered as a web-based Cloud platform, DealCloud is deployed rapidly and can be easily maintained across a global network of users. The built-in customization environment enables users to leverage tailored dashboards that meet their individual needs. The platform seamlessly integrates with Microsoft Office for an intuitive user experience supported by robust reporting.


Are you intensely driven, smart and results focused? Do you thrive in a collaborative team environment? We want to talk to you!


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