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Job Location drjobs

Hartford, CT - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Job Description

Job Title: Product Specialist (Remote)
Location: Hartford CT
Duration: 12 Months
Pay Rate: $80/hr on c2c / 1099 all inclusive.
Job Description:
Minimum of a Bachelors Degree in a related field Strong customer service skills Strong analytical skills problemsolving skills organizational skills. Duties and Responsibilities: Supporting the development of new products Improving the development of existing products Managing the launch of new products Conducting market research and analyzing industry trends Analyzing and documenting the product development process Leading internal and external audits of the products Building and maintaining customer relationships Resolving customer issues Collaborating with the development team and Product Manager
We are seeking a detailoriented and proactive Customer Service Administrator (CSA) to join our Digital Services Support Team (DSST).
CSA will support a highfunctioning government team by serving as the pointperson for new service requests from internal agencies as well as help requests from external customers. You will guide the intake and ticketing processes for our daily submissions and own each request from initial query to successful completion of the task.
This role is responsible for:
  • Managing customer support requests
  • Answering incident tickets
  • Ensuring effective communication between customers (agencies and vendors) and our crossfunctional development team.
  • You will play a vital role to help enhance customer satisfaction while supporting our digital products.
Key Responsibilities:
Customer Support:
  • Manage all customer inquiries via tickets email chat and phone regarding digital products and services.
  • Provide timely and accurate information for all support requests to both clients and the digital service support team escalating requests where appropriate and when necessary.
  • Manage workorder and incident tickets within ticketing system triaging routing and guiding tickets to the appropriate teams
  • Work with DSST business analyst project manager to triage tickets and understand client needs.
  • Set expectations with clients throughout the support process.
Feedback Integration:
  • Gather document and analyze customer feedback related to digital support requests.
  • Collaborate with the digital support team to relay insights and suggestions for product improvements.
  • Gather and manage customer feedback to continually improve service and support delivery.
  • Documentation Management:
  • Maintain uptodate records of customer interactions and resolutions.
  • Develop and update user guides and other customer support documentation.
CrossFunctional Collaboration:
  • Work closely with UX/UI designers developers and product managers to ensure customercentric design functionality accessibility and branding standards.
  • Participate in meetings to provide customer perspectives and influence product development.
Reporting and Analytics:
  • Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction.
  • Prepare reports on customer service trends and feedback for management review.
Process Improvement:
  • Identify areas for improvement in customer service processes and digital product functionalities.
  • Collaborate with teams to implement solutions that enhance the customer experience.
Qualifications:
Education:
  • Bachelors degree in business communications or a related field preferred
  • Experience with web development and other technology development
Experience:
  • 5 years of experience in help desk or customer service and support within the technology space
  • Customer facing communication skills and ability to speak holistically on status of inflight tickets
  • Can assess and prioritize tickets effectively and work crossfunctionally to identify resolution steps and dependencies to ensure efficient resolution
  • Experience with project management methodologies: Agile waterfall scrum kanban as needed
  • Experience in the public sector; Municipal State Federal government
  • Familiarity with digital products and services is a plus
  • Experience working within in diverse crossfunctional teams
  • Comfort in blazing a path through an ambiguous work environment
  • Judgement in dealing effectively and diplomatically with all levels of government staff
  • Ability to maintain strict confidentiality
Skills:
  • Excellent verbal and written communication skills
  • Strong problemsolving abilities with attention to details
  • Strong organizational and multitasking abilities
  • Strong time management and ability to prioritize
  • Strong technical competency along with willingness and ability to learn new tools
  • Familiarity with componentbased content management systems: Sitecore a bonus
  • Proficiency in Microsoft Office Suite
  • Experience with customer support tools: Helix Footprints a plus
  • Experience with project management tools such as Jira and Confluence
  • Ability to manage many support tickets concurrently across multiple channels
Type
Category
Qualification
Competency
Required
Skills
Others
Communication skills both verbal and written
Advanced (79 Years)
No
Skills
Others
Consolidation planning and management
Advanced (79 Years)
No
Skills
Others
IT Communication Specialist
Advanced (79 Years)
No
Skills
Others
Learning ability
No
Skills
Others
Team work
Advanced (79 Years)
No
Recruiter Details:
Recruiter Name: Sameer at gsksolutions dot com
Contact Number: Seven one nine Two three nineFive five five five
About GSK Solutions Inc:
GSK Solutions Inc is a leading information technology (IT) Services Company that specializes in providing complete consulting solutions and staff augmentation to its clients. We provide ontime onbudget and quality service to our clients and consistently meet their expectations. We are known for our superior execution on a sustained basis.
GSK has been in the business of providing both commercial and custom product development services including Information Security Software Development Consulting and IT Audit. GSK implements highly critical and timesensitive projects for their Fortune 500 clients located across the country.

Employment Type

Full Time

Company Industry

About Company

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