Software Customer Support

Mô tả công việc

Summary The Customer Support (Product Specialist) is responsible for working with internal and external clients to effectively manage and coordinate with the team changes to the system. The Product Specialist expands relationships with our clients by supporting collaborative efforts by promoting assigned product lines.  The Product Specialist possesses an in depth knowledge of goals and desired objectives of the product.   Main Responsibilities The Product Specialist acts as the liaison between end-customers, internal customers and the product agile team; Provides application support to clients; troubleshooting problems for clients and routing issues to other departments as appropriate; Act as the internal project manager leading the team’s effort by conveying the client’s vision to the team, outlining work in the backlog and prioritizing it based on business value, time dependencies, risk reduction and effort; Responsible for working with stakeholders on fully understanding the customer need, obtaining the appropriate user story information, definition and clarification prior to accepting it into the product backlog; Update on a timely manner the ticket, work order and planning systems including updating customer, account and ticket information; Ensure customer satisfaction through effective delivery of and excellent customer experience and prompt resolution of tickets; Responsible for understanding of how each client account is using the system(s) and/or not using the systems; Responsible for informing Management of risks and compliance issues on a timely basis; Coordinates with other product specialist best practices, corporate initiatives, and standardization of processes and solutions; Participates on requirement gathering, analysis and brainstorming sessions; Responsible in conjunction with the Product Manager of determining ability to meet deadlines based on capacity, team velocity, current projects and foreseen items; Responsible in conjunction with the Product Manager for ensuring the team complies with the deadlines agreed with the stakeholders; Actively participates on the daily stand up, retrospective, review and planning meetings; Coordinate progress / demo meetings to present concepts, progress of the product throughout the lifecycle of the project; Actively participate on working groups, conferences including doing presentations; Responsible for release planning preparation and execution; Responsible for approval of all major and minor releases of the their product; Responsible for the product Webinars and Working Groups. Actively participate on the creation of the system training videos