Product Administration and Support Manager

Title: Product Administration and Support Manager

Level: Senior

Job-Type: Full Time

Location(s): Remote

About the Company:

HLP Integration is a leading provider of data and document management solutions, specializing in tailored technologies that leverage machine learning and artificial intelligence. We work with commercial and government clients to identify critical information that facilitates conclusive business decisions with accuracy and efficiency.

HLP Integration is a dynamic small business with a diverse and inclusive team, where every employee collaborates directly with senior leadership. We take pride in fostering an environment where all voices are heard, innovation is encouraged at every level, and everyone can chart their own career course. At HLP Integration, we believe in the power of collaboration, and our close-knit culture allows us to deliver personalized solutions and exceptional service to our clients. As a proud supporter of veterans both on our team and in our work, we are committed to providing opportunities for those who have served our country and we value the unique perspectives they bring to our team.

Description:

HLP Integration is seeking a highly organized and detail-oriented Product Support Analyst to join our team. In this role, you will support the product team by responding to user support requests, managing and tracking support tickets, generating reports, and making front-end configuration changes. You will also work closely with specialists to assist with back-end system maintenance and updates. Additionally, you will have the opportunity to work with the business development team to help prepare and deliver product demonstrations to prospective and existing customers, showcasing product features and functionality to meet their needs.

This is an excellent opportunity for someone with a passion for technology who enjoys solving problems, has strong communication skills, and is comfortable interacting with customers in a fast-paced environment.

As a Product Analyst, you will play a key role in product planning and execution throughout the product lifecycle for all HLP projects and programs, including prospective, new, and existing opportunities. You will gather and prioritize customer and product requirements, collaborating with engineering, operations, and production teams to ensure customer satisfaction is achieved.

You will work closely with the Operations team and senior leadership, with a focus on partnering with the IT and Production teams to meet customer needs. In this role, you will engage with HLP’s customers on both prospective and active programs, while also working with internal teams to ensure the implementation of product best practices.

Key Responsibilities

Technical Client Support

• Respond to and resolve user support requests via phone, email, and other support channels.
• Track, manage, and maintain support tickets, ensuring timely follow-up, communication, and resolution.
• Collaborate with cross-functional teams, including IT, production, operations to ensure high levels of customer satisfaction and service delivery.
• Identify recurring issues and recommend process or product improvements to enhance the customer experience.

Technical Operations Support and Product Configuration

• Collaborate with technical specialists to support back-end system maintenance, updates, and troubleshooting activities.
• Perform front-end configuration and administration changes to meet customer, product, and business requirements.
• Support the implementation, configuration, and ongoing management of multiple technology products, platforms, and integrated solutions within customer projects.
• Coordinate activities across multiple products and technologies to ensure compatibility, performance, and successful project outcomes.
• Generate, analyze, and distribute reports that provide insights into product performance, customer usage, and support trends.

Product Analysis and Management Support

• Gather, analyze, prioritize, and document customer and business requirements for current and future products, enhancements, and feature improvements.
• Work closely with product, engineering, sales, and customer success teams to ensure product capabilities align with customer needs and market demands.
• Assist in preparing and delivering product demonstrations that effectively showcase product functionality, value, and business benefits….