Product Specialist

3 weeks ago


New York, United States Hillview Consulting Solutions Full time

Job Description of IT Application Specialist/ Product Specialist

NYC NY (4 days per week onsite)

FTE role

Interview- Video

Salary- $110k to $120k/Annum+ Bonus+ benefits



The Product Support Specialist will play a crucial role in ensuring the smooth operation and continuous improvement of our technology products. This role involves interacting with users to understand their issues, providing timely and effective solutions, and writing detailed bug tickets for our development team. The ideal candidate will be a proactive problem solver with excellent communication skills and a knack for technical troubleshooting.

Key Responsibilities:

• Provide first-line support to users of our CRM via phone, email, and chat.

• Diagnose and resolve user-reported issues, ensuring the highest levels of customer satisfaction.

• Document user issues and resolutions accurately in our support system.

• Write detailed and precise bug tickets for our development team, including steps to reproduce the issue, expected and actual results, and relevant screenshots or logs.

• Collaborate with the development team to prioritize and track the progress of reported issues.

• Conduct initial troubleshooting to identify whether issues are user-related or technical in nature.

• Assist in the creation and maintenance of user manuals, FAQs, and other support documentation.

• Monitor product performance and user feedback to identify trends and areas for improvement.

• Participate in user acceptance testing (UAT) to ensure new features and fixes meet quality standards.

• Provide training to users on new features and best practices.

Requirements:

• Bachelor’s degree in a related field or equivalent practical experience.

• Proven experience in a product support or technical support role.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication skills.

• Detail-oriented with the ability to write clear and concise bug tickets.

• Proficiency with support and bug tracking tools (e.g., Zendesk, Jira)..

• Knowledge of SQL for querying databases to gather information and assist in troubleshooting user issues.

• Ability to work independently and as part of a team.

• High level of patience and dedication to delivering outstanding user support



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