Product Support Analyst

Job Title

Product Support Analyst

Job Description

Your Role:

• Handling a high volume of incidents and service requests daily through phone and ServiceNow queues. Ensuring timely resolution within SLA guidelines by assessing priority, impact, and escalation needs.
• Delivering exceptional support to internal users via phone and email, maintaining a responsive and professional approach. Collaborating regularly with Product Support, management, and business teams to align on issue resolution and service improvements.
• Performing troubleshooting for AWS Workspaces and Philips AM&D applications, while supporting user account tasks such as password resets, onboarding/offboarding, and Office 365/email setup.
• Creating and managing incidents, knowledge base articles, and other ServiceNow functions. Evaluating and escalating major incidents following defined procedures.
• Participating in team standups to share insights, improve processes, and contribute to continuous improvement. In addition, participating in an on-call rotation to ensure 24x7 emergency support coverage.

You'Re The Right Fit If:

• You’ve acquired 1+ years of experience in an IT helpdesk, technical product support or relevant IT customer service related role.
• Your skills include:
• You have a high school diploma or vocational education.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an excellent communicator, are customer centric and have strong documentation skills.
• Knowledge of ticketing systems i.e. ServiceNow – a plus.
• Proficiency in MS products and Windows OS.
• Exposure to AWS or cloud-based services – preferred.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Malvern, PA is $24.00 to $36.00/hour.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Malvern, PA.

#Connectedcare

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.