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Software Support Operations Analyst - St. Louis

Job Requisition ID:  46925


Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role when possible. 


Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,000 people around the world and serves customers in more than 100 countries. The company had 2021 revenues of approximately $10.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit



This position is an onsite position based at our St. Lous, MO location. Remote work opportunity may be considered.




About Eastman Digital Products


Eastman Digital Products is focused on creating market differentiation for Eastman products by delivering innovative customer-facing digital platform experiences. We do this by reimagining how technology, combined with business understanding, can disrupt industries and provide a safer, more sustainable future.


· Manage our customers in our key billing and subscription management platforms.

· Subject matter expert in product and customer reporting systems.

· Maintain customer database for Core backend systems.

· Maintain data integrity between our digital product systems and Eastman systems.

· Train others on reporting systems use.

· Serve as the first point of contact for customers seeking access to Core via phone or email during peak hours.


Secondary Responsibilities:


· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Provide product demonstrations for perspective customers

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents to resolution/escalation

· Identify and suggest possible improvements to procedures


Additional Responsibilities:


· Provide exceptional customer experiences by empowering your customers.

· Tailor solutions for customers which can greatly enhance their product/service enjoyment.

· Ability to navigate through multiple computer applications with speed and accuracy.

· Ability to effectively research and identify solutions using computer-based resources.

· Ability to work in a paperless work environment where customer privacy is paramount.

· Ability to embrace feedback and coaching to help maximize your potential.

· Some travel may be required +/-10%




The successful candidate will have the following qualifications:


· Minimum six-months experience in providing customer service either via phone or in person.

· Degree required

· Fluent in English

· Familiarity with iOS and/or macOS, or comparable technology, is preferred

· Intermediate/Advanced Microsoft Office experience (Outlook, PowerPoint, Excel)

· PowerBI familiarity

· experience

· Team player mentality with desire to learn and try new things

· The ability to relate to customers in a professional and courteous manner.

· Excellent attention to detail and multi-tasking ability.

· Excellent written, verbal and listening skills.

· The ability to work under pressure.

· The ability to maintain excellent attendance and adherence to assigned work schedules.


Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.

Nearest Major Market: St Louis

Job Segment: Operations Manager, Application Developer, Database, Operations, Technology, Research