Product Incident and Service Desk Analyst

As a Product Incident and Service Desk Analyst at WSA, you will play a crucial role in ensuring high product quality and customer satisfaction for medical software products. Your responsibilities will include: - Receiving, analyzing, categorizing, and investigating escalated software product incidents reported through Customer Support channels. - Diagnosing and troubleshooting technical issues using logs, diagnostic tools, knowledge bases, standard operating procedures, and available resources. - Resolving incidents within established service level agreements (SLAs) or coordinating escalation to appropriate engineering teams for further investigation and resolution. - Tracking and managing incidents throughout their lifecycle, ensuring timely updates and closure. - Providing clear and accurate communication on incident status, findings, workarounds, and resolutions to internal stakeholders. - Reviewing, prioritizing, and routing escalated service requests in accordance with established processes and business priorities. - Collaborating with Product Management and Engineering teams by providing input on recurring customer requests, future product enhancements, and service improvements. - Supporting Customer Service teams with technical guidance on product capabilities, available solutions, and self-service options. - Contributing to root cause analysis activities for complex and recurring incidents to identify underlying issues and prevent reoccurrence. - Analyzing and reporting on incident, defect, quality, and operational metrics to identify trends, uncover improvement opportunities, and drive data-driven decision-making and continuous product and process improvements. - Working closely with subject matter experts and development teams to implement corrective and preventive actions. - Contributing to the improvement of incident management processes, support procedures, tools, and operational workflows. - Creating, maintaining, and enhancing technical documentation, knowledge base articles, troubleshooting guides, FAQs, and user support materials. - Documenting known issues, solutions, workarounds, and lessons learned to improve knowledge sharing and operational efficiency. - Ensuring knowledge repositories remain accurate, comprehensive, and up to date. - Maintaining proactive communication with Incident Managers, Customer Service teams, and Engineering stakeholders regarding incident progress and resolution activities. - Providing timely updates on critical incidents, system outages, maintenance activities, and other events impacting service availability. - Participating in training, knowledge-sharing, and continuous learning activities to strengthen technical expertise and product knowledge. - Contributing to enhancing product reliability, customer experience, and overall service excellence through continuous improvement initiatives. Qualifications required for this role include: - 5+ years of experience in Software Testing, Product Support, Incident Management, or similar roles. - Strong experience in incident investigation, troubleshooting, defect analysis, and issue resolution. - Good understanding of software testing concepts, quality practices, and Agile methodologies. - Experience in medical device or regulated environments is an advantage. At WSA, we provide innovative hearing aids and hearing health services. Join us in our mission to unlock human potential by bringing back hearing for millions of people around the world. WSA is an equalopportunity employer committed to creating an inclusive employee experience for all. As a Product Incident and Service Desk Analyst at WSA, you will play a crucial role in ensuring high product quality and customer satisfaction for medical software products. Your responsibilities will include: - Receiving, analyzing, categorizing, and investigating escalated software product incidents reported through Customer Support channels. - Diagnosing and troubleshooting technical issues using logs, diagnostic tools, knowledge bases, standard operating procedures, and available resources. - Resolving incidents within established service level agreements (SLAs) or coordinating escalation to appropriate engineering teams for further investigation and resolution. - Tracking and managing incidents throughout their lifecycle, ensuring timely updates and closure. - Providing clear and accurate communication on incident status, findings, workarounds, and resolutions to internal stakeholders. - Reviewing, prioritizing, and routing escalated service requests in accordance with established processes and business priorities. - Collaborating with Product Management and Engineering teams by providing input on recurring customer requests, future product enhancements, and service improvements. - Supporting Customer Service teams with technical guidance on product capabilities, available solutions, and self-service options. - Contributing to root cause analysis activities for complex