Product Support Specialist
BSA Solutions Inc., Philippines
Job Description
ABOUT US
BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve.
HEADLINE
Are you a problem solver with a passion for AI in project management? Do you have experience in product support or service desk? If so, we have an exciting opportunity for you to join our valued client, a B2B technology company based in Melbourne, Australia.
We are seeking a highly skilled and detail-oriented PRODUCT SUPPORT SPECIALIST to help manage the development of groundbreaking tech software.
This is a full-time role, Monday to Friday, Dayshift.
This is an office-based position in central Cebu City.
The expected start date is February 2024.
ABOUT THE ROLE
The role of a PRODUCT SUPPORT SPECIALIST is crucial in managing support tickets for users of our platform. As a specialist, you will be responsible for prioritizing and delivering customised platform management services, ensuring that tickets are addressed on time and in accordance with specifications. To do this effectively, you should be skilled in problem-solving and identifying objectives, key resources, and potential blockers.
To deliver quality support, you will need to familiarize yourself with the platform and provide first-level support where necessary. If necessary, you will escalate tickets for further evaluation by the broader technical services and developer team. As a specialist, you will collaborate with various stakeholders, including research consultants, product developers, marketing, product designers, and technical writers.
If you are a proactive problem-solver with excellent communication skills and a strong attention to detail, we encourage you to apply. Join our dynamic team and make a significant impact on our organization's success.
RESPONSIBILITIES
- Ticket Management: Utilizing Jira to effectively triage incoming tickets, prioritizing and assigning them to the appropriate team members for resolution.
- Customer Support: Providing exceptional assistance to both internal and external customers by promptly addressing their technical inquiries and requests, ensuring their satisfaction and positive experience.
- Issue Identification and Resolution: Proactively identifying customer issues, accurately logging them, and taking prompt action to resolve problems efficiently and effectively.
- Project Direction: Collaborating with the developer team, you will set clear objectives and provide precise guidance based on project specifications and engagement goals.
- Project Briefing: Effectively briefing developers and technical services resources on project requirements and tasks, utilizing Jira and Confluence to ensure comprehensive understanding and successful execution.
- Stakeholder Communication: Facilitating clear and consistent communication with stakeholders to provide project updates, gather feedback, and address any concerns or questions that may arise.
- Removing Work Blockers: Identifying and promptly addressing any obstacles or impediments that hinder progress, ensuring smooth workflow and timely project completion.
- Project Monitoring: Regularly monitoring project progress to identify any deviations from the established timeline and taking appropriate actions to realign and keep projects on track.
- Collaboration with Senior Management: Working closely with senior management to prioritize tasks and projects based on strategic goals, ensuring effective resource allocation and timely delivery.
- Documentation and Knowledge Management: Maintaining accurate and up-to-date documentation and knowledge base to facilitate efficient information sharing and promote organizational learning.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 5 years of relevant experience in project support, Customer Training or Service Desk environment.
- Must be tech-savvy and work with stakeholders including research consultants, product developers, marketing, product designers, and technical w