Product Support Analyst II – Irvine, CA

Posted 7 years ago

A Product Support Analyst acts as a software expert and escalation point for Medata, Inc. products and services. The Product Support Analyst works with internal and external customers, IT, and developers to deliver complete resolutions, in a timely manner, and consistently, to address technical questions and concerns with configuration and use of our proprietary products.

Duties / Responsibilities

  • Develop expert level knowledge of company software products offered.
  • Provide high level support to all user types.
  • Analyze system issues and provide resolutions.
  • Evaluate, recommend and implement improvements to client environments.
  • Assess client business requirements and recommend best practices.
  • Create technical documents to define instructions and enhancements to software.
  • Maintain help library.
  • Document customer information and recurring issues to support product quality programs and product development.
  • Document issues in company software and triage incoming calls and emails.
  • Resolve or escalate the issue to the appropriate level Support analysts.
  • Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors and internal resources through resolution.


  • Knowledge of workers’ compensation medical fee schedules including, applicable laws and regulations a plus.
  • 2+ years of industry experience desired.
  • Basic understanding of the Insurance Property and Casualty Industry helpful.
  • Proficiency in all Microsoft Office products with a heavy emphasis on MySQL.
  • Experience with Electronic Data Interfaces or as a Technical Support Representative.
  • Experience working with large data files.
  • Excellent organizational, analytical and problem solving skills.
  • Ability to provide clear written and verbal communication with both internal and external customers.
  • Ability to work independently, meet deadlines and be proactive.
  • Ability to work with minimal direct supervision.
  • Ability to provide activity reports in a timely manner.

Job Application

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