Product Support Specialist Job Description Template
Our company is looking for a Product Support Specialist to join our team.
Responsibilities:
- Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting process;
- Assist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users’ issues provide ongoing support;
- Serve as a liaison between the customer and the software development team to resolve issues;
- Document cases and customer interactions using issue tracking system;
- Contact service companies to initiate repair calls;
- Providing support, including procedural documentation and relevant reports;
- Develop and maintain product expertise and work closely with other support and product team members to resolve user issues;
- Participate in motion time studies;
- Other duties as assigned;
- Actively pursue methods of work simplification for efficiency and proficiency of persons supported. *Maintain a clean and orderly work area;
- Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
- Handle incoming requests from administrative customers, as well as their, end-users in a professional, prompt and thorough manner;
- Accurately prepare payrolls and timesheet information for persons supported, as required, and using prescribed departmental system;
- Rapidly establishing a good working relationship with customers and relevant 3rd parties;
- Troubleshooting system problems and diagnosing and solving hardware or software faults.
Requirements:
- Familiarity with Change Management, Incident Management, Release Management, Problem management and Request Management;
- Must have excellent oral and written communication skills;
- Ability to lead training sessions with confidence;
- Experience managing large data sets. Extra credit if the data included financials;
- Strong analytical, problem-solving, and interpersonal skills;
- Detail oriented; problem solving skills;
- Strong people skills to build relationships with our current and potential users;
- Have excellent customer service and relationship building skills;
- Must reside within a 30-mile radius from Alpharetta, GA;
- Must have prior experience operating or supporting motors, drives and electronics/software;
- Proficient in MS Office applications, such as Outlook, Word, Excel, PowerPoint;
- Bachelor’s degree;
- Must be able to articulate concepts and ideas in a clear, concise and accurate manner;
- Must be able to remain in a stationary position for extended periods of time;
- Knowledge of Lucid technology, the Internet and social media.