Product Specialist- 2
About The Role
The Product Specialist sits within the Product Support organization and supports several applications within the technology organization supporting users across the region. This role will be responsible for providing product subject matter expertise and support insights to their technology partners, directly supporting users for issue resolution, and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives for a high quality of care, delivers consistent and effective issue resolution, and removes friction from the user experience across our technologies.
Description
As a Product Specialist, you will be responsible for:
- Actively resolving user-facing support cases, chats, and phone calls for supported product(s)
- Actively investigating and troubleshooting user issues to establish root cause
- Managing and accelerating all back-end hand-offs and providing one seamless message/resolution touchpoint to end users and clients
- Documenting case resolution and leveraging existing documentation to ensure consistent experience for end users
- Translating business requirements and feedback through the enhancement/defect process for technical team members, informing the product delivery process as required
- Creating and developing Generative AI prompts to enhance project delivery and drive efficiency across different areas of the organization
- Building and contributing to internal training materials and user guides to ensure a consistent experience for end users; delivering end-to-end training for their product(s)
- Maintaining in-depth expertise of supported product(s), including core functionality, product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners
- Executing UAT testing practices prior to business user testing to ensure a more stable experience for end users
- Recommending updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data for the supported user group
- Delivering against operational service benchmarks such as response time, handle time, resolution time, and CSAT scores, while also impacting product metrics like adoption, NPS, and user engagement
- Continuously building and maintaining in-depth knowledge management materials, including product-related business operations, processes, system integrations, and support workflows
- Executing escalation protocols on the back end while maintaining a seamless experience for the end user
- Maintaining knowledge of custom report development for ad hoc requests, auditing, and data verification
- Straddling time zones to support users in multiple locations and working weekends as needed to support product releases
Qualifications / Experience
- 3+ years of product support experience; and/or
- 2+ years of experience working in large, cross-functional organizations and regional environments
- Demonstrated commitment to excellence in customer/user support, with a documented example required
- Proven exposure to complex, data-intensive enterprise applications
- Proven experience in supporting internal users across different markets in a large org
- Committed to continuous learning
Soft Skills
- Excellent interpersonal, communication, problem-solving, and organizational skills
- User-first mindset that commits to providing users with best-in-class experience
- Hands on, with sense of ownership and accountability in reaching resolutions
- Driven by a sense of urgency, evidenced by swift response to issues raised through resolution
- Ability to work independently, unsupervised and as a team player
