Product Support

4 weeks ago

Jersey City, United States DVORA Life Full time

About DVORA:


DVORA is at the forefront of revolutionizing the rental Real-Estate market by providing a unique platform that enhances the living experience for renters and streamlines the management process for property managers. Our innovative marketplace not only allows renters to lease homes but also offers subscriptions to time-saving services and lifestyle-enhancing spaces. We are committed to improving every aspect of the prospect, resident, and real-estate lifecycle. Join us in our mission as we expand our team to include a Product Support and Training Specialist.


Role Overview:


As a Product Support and Training Specialist at DVORA, you will play a crucial role in ensuring our users are empowered, supported, and fully engaged with our platform. You will be responsible for keeping abreast of our product roadmap, planning and delivering comprehensive training sessions, managing release communications, resolving user issues, and tracking feedback for product or process enhancements. A key part of your role will be to log issues in JIRA, requiring familiarity with this and potentially other development tools.


Key Responsibilities:


  • Build deep understanding of the Product and Roadmap: Maintain a deep understanding of the product's roadmap to anticipate changes and prepare relevant training materials.
  • Training Planning and Delivery: Develop and execute a training schedule that aligns with product updates and releases, ensuring users are proficient and confident in using our platform.
  • Release Communications Management: Oversee the creation and dissemination of release notes and communications, detailing upcoming features and enhancements, and organizing training sessions to introduce these updates to our users.
  • User Issue Resolution: Serve as the first point of contact for user issues, providing direct support where possible or escalating complex issues to the development team. Ensure a timely and effective resolution process. Log all issues in JIRA, maintaining detailed records and tracking progress towards resolution.
  • Feedback and Enhancements Tracking: Collect and analyze user feedback to identify trends and recurring issues. Prepare management summaries to inform product or process improvements, enhancing user satisfaction and product quality.


Qualifications:


  • Proven experience in customer support, training, or a similar role within a technology-driven environment.
  • Strong understanding of product lifecycle and software development processes.
  • Excellent communication and presentation skills, with the ability to convey technical information in an accessible manner to non-technical users.
  • Experience in creating and delivering training programs, workshops, or webinars.
  • Proficiency in using JIRA or similar development tools to log and track issues.
  • Ability to manage multiple tasks and projects simultaneously, with impeccable organizational skills.
  • Problem-solving mindset with a strong emphasis on user satisfaction and continuous improvement.
  • Familiarity with support ticketing systems and escalation procedures.
  • Bachelor's degree in Technology, Communications or related fields


Why Join DVORA?


  • At DVORA, you’ll be part of a vibrant, innovative team dedicated to making a significant impact in the real estate industry. We offer a competitive salary, flexible working conditions, and the opportunity to contribute to an exciting growth journey. If you are passionate about providing exceptional support and training, and you're eager to play a key role in a forward-thinking company, we would love to hear from you.

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