Product Analyst

Summary

The Product Analyst is responsible for supporting the Product Management team by identifying and resolving merchant and partner issues, managing knowledge transfer for product updates, and acting as a liaison between technical teams and internal stakeholders. This role regularly performs issue analysis, documentation and training support, vendor communication, sprint participation, stakeholder collaboration, and user feedback aggregation, requiring strong communication skills, attention to detail, analytical thinking, and the ability to translate technical information for diverse audiences to effectively carry out assigned duties.

Employees in this role are expected to perform their duties in accordance with The Way We Work, helping to create a company where innovation and care drive meaningful connections.

Duties & Responsibilities

Essential Functions

• Monitor CRM and Q&A channels to identify patterns in submitted issues and product-related inquiries.
• Assist Product Owners in documenting feature changes and creating and maintaining internal and external training materials.
• Manage and communicate with vendors in an assigned product lane to ensure technical issues and feature requests are understood and resolved.
• Participate in sprint ceremonies, including Refinement, Planning, and Demos.
• Lead or support meetings with Customer Experience to explain new functionality and address open questions.
• Aggregate user feedback from multiple stakeholders and document findings for Product Owner review.
• Provide first-line support in identifying whether tickets are product defects or user training gaps.

Additional Responsibilities

• Support the development and maintenance of SharePoint, website, or CRM training content.
• Assist in the creation and organization of FAQs and internal troubleshooting documentation.
• Collaborate with vendors and internal users during product testing or validation cycles.
• Assist in documenting known issues and workarounds during active releases=
• To remain innovative and efficient, the use of AI is typical and expected within this role and at Basys.
• Other duties as assigned.

Requirements

• This role is eligible for a hybrid schedule. Up to 3 days per week may be worked remotely in accordance with the telecommuting policy.
• A commitment to:
• Excellent communication and collaboration, both written and verbal
• Excellent problem-solving skills and use of judgment
• Accountability and Ownership
• Quality, Accuracy, and Attention to Detail
• A desire for continuous improvement and learning
  

Education & Experience

• Bachelor's degree in Product Management, Business, Information Technology, Computer Science, or a related field is preferred.
• 1–2 years of experience in business analysis, customer support, or product documentation.
• Basic familiarity with Agile or Scrum methodology.
• Knowledge of payment processing, software support, or CRM systems is a plus.
• Proficiency in Microsoft Office Suite and CRM tools.

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.