Product Specialist

Key Responsibilities:

1. Technical Support: Provide Tier 1 technical support to end-users by diagnosing and resolving software-related issues. Assist users in setting up, configuring, and troubleshooting software applications, ensuring seamless product functionality.
2. Product Design Participation: Collaborate with product design teams to provide insights from a technical support perspective, contributing to the enhancement of product features and usability. Offer feedback on potential improvements based on user feedback and technical analysis.
3. Product Implementation: Lead product implementation efforts both on clients' premises and online, ensuring successful integration and functionality. Work closely with clients to understand their specific needs and customize product solutions to meet their requirements effectively.
4. Customer Service: Deliver high-quality customer service by addressing user inquiries and concerns in a friendly, professional, and timely manner. Maintain a positive and patient attitude while assisting users with product-related technical issues.
5. Ticket Management: Create, update, and manage service tickets to track and document support issues related to product implementation and technical support. Ensure timely resolution of tickets within established SLAs.
6. Documentation: Maintain detailed records of user interactions, technical issues, and solutions provided. Contribute to the knowledge base by documenting common product problems and solutions.
7. Policy Adherence: Follow established department policies and procedures for handling service requests, product implementation, and technical support. Adhere to IT security policies to ensure data integrity and user privacy.
8. Continuous Learning: Stay updated on new product features, technologies, and IT best practices relevant to product implementation and support. Participate in training and development opportunities to enhance technical skills and contribute effectively to product design discussions.

Qualifications:

• Bachelor’s degree in industrial engineering
• Entry level with 0 – 2 years of experience.
• Strong communication and interpersonal skills.
• Commitment to following department policies and procedures to ensure efficient and effective support.
• Previous experience in a customer service or technical support role is preferred.
• Technical knowledge of operating systems, common software applications, and business workflow processes is preferred.
• Familiarity with IT service management tools and ticketing systems is preferred.