Product Support Associate

Job Title: Product Support - Junior Support

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Product Support Associate

Associate

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

The opportunity

As a Product Support Associate, you will play a crucial role in supporting the portfolio of Clients & Industries (C&I) and EY-wide technology solutions for the Product Strategy team. Your contributions will ensure that our solutions operate as designed and are of high quality. You will assist in the successful deployment of these solutions and manage incidents effectively. This role offers you the chance to work with a diverse team and make a significant impact on our digital engagement strategy.

Your key responsibilities

• Stay abreast of emerging data technology and trends, translating and applying these to business-centered solutions.
• Facilitate the support model and related services to ensure technology support issues are resolved efficiently and effectively.
• Collaborate with Product Strategy, Product Activation, and Data Strategy teams from ideation through adoption.
• Present recommendations to stakeholders, including C&I/Service Line/functional leadership, regarding the use and enhancement of products.
• Troubleshoot basic to moderately complex product issues, requiring a deep understanding of the product.
• Manage and respond to product-related incidents or outages, coordinating with various teams to ensure timely resolution.
• Develop business support processes for licensing, data uploads, and more.
• Measure, track, and report success criteria and adoption.
• Support the creation and maintenance of support documentation, ensuring it is accessible and useful to both customers and support staff.
• Analyze problems, recommend solutions, and manage relationships for positive progress.
• Review and test product upgrades before they are placed in the production environment.
• Adapt to constantly changing work requirements, assimilating new information, analyzing it, and effectively applying it.

Skills and attributes for success

• Strong working knowledge of EY IT infrastructure and technologies in the marketplace.
• Ability to develop a strong understanding of the business drivers that determine success.
• Understanding of user-centered design, user experience, and usability.
• Familiarity with data privacy, data residency, and information security requirements.
• Project management skills, including scope, schedule, planning, time management, and resource management.
• Ability to thrive on change, navigate ambiguity, and strive for continuous improvement.
• Results-driven with a strong attention to detail.
• Strong teamwork and operational efficiency.
• Strong executive presence to influence senior-level executives throughout EY.
• Good business writing and presentation skills, communicating clearly, tactfully, and effectively.

What we look for

We are looking for individuals who are passionate about technology and have a strong desire to make a positive impact. You should be able to work in a virtual environment across multiple time zones and be flexible to work non-standard hours. Domestic and international travel may be required periodically. A bachelor's degree or equivalent work experience is required.

What we offer you

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

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