Product Specialist

4 weeks ago

Biñan, Philippines Intogreat Full time

This is a remote position. The Product Specialist will report directly to the Client Product Manager. As a key member of the Client team, the Product Specialist will serve as a subject matter expert on Client. You will provide responsive customer support, deliver tailored professional services (including application configuration and solutions), and contribute to continuous platform improvements. This role requires strong technical ability, problem-solving skills, and a passion for delivering exceptional customer experiences. Responsibilities Investigate and triage customer support tickets related for the Client platform. Respond directly to customers with solutions, including creating knowledge base articles as needed. Manage help desk tickets, ensuring timely responses and adherence to service level agreements (SLAs). Work with Clients to clearly understand their Professional Services requirements and ensure these are accurately captured on tickets. Conduct analysis and provide estimates to Clients for Professional Services tickets. Configure and test Professional Services solutions for clients, and work with clients on the User Acceptance Testing (UAT) of these solutions. Deploy solutions to production for clients (typically outside of normal business hours). Provide detailed information to the development and infrastructure team for technical issues or tasks. Assist customers with UAT for new releases. Assist with quality assurance and testing activities. Create and maintain release notes and knowledge base articles for new features and solutions. Continuously expand knowledge of the client platform and its capabilities. Qualifications Relevant industry experience Advanced skills in T-SQL, e.g., debugging, creating stored procedures and complex queries. Excellent communication skills (written and verbal), with the ability to clearly articulate complex information, empathize with customers, and communicate effectively across diverse cultural contexts. Passion for information technology with excellent analytical and problem-solving skills. Passion for delivering exceptional customer experiences and driving customer success. Ability to work independently and collaboratively in a fast-paced environment, managing priorities effectively. Commitment to high standards and meeting deadlines. Strong organizational skills and meticulous attention to detail. A proactive and highly motivated "can-do" attitude, with an eagerness to learn and expand your skillset. Ability to be flexible/adaptable and willing to take on a variety of tasks, given our dynamic work environment. #J-18808-Ljbffr

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