Product Support Officer at PoweredUp Consulting

Job Summary

• The Product Support Officer plays a pivotal role in ensuring the seamless development, deployment, and support of products within the organization.
• Collaborating closely with cross-functional teams, this role is responsible for providing support in managing product requirement documents, supporting pre and post-deployment activities and monitoring adherence to product policies.
• Additionally, the Product Support Officer is instrumental in driving market research efforts, analyzing data, and presenting findings to aid decision-making processes.

Scope and Impact

• The Product support officer will have a broad scope of responsibilities that directly impact the success of product development initiatives and the overall satisfaction of customers.
• By meticulously managing product requirement documents, monitoring product models, and ensuring adherence to guiding policies, you contribute to the efficient and effective implementation of product strategies.
• Your collaboration with Marketing, Customer Engagement, and Sales teams enables the improvement of marketing lifecycle and enhances the overall customer experience.
• Moreover, your involvement in market research and data analysis informs key stakeholders and supports informed decision-making processes.
• Ultimately, your efforts directly contribute to the organization's ability to deliver high-quality products, meet customer needs, and maintain competitiveness in the market.

Responsibilities

• Assist customers with product-related issues via phone, email or chat.
• Identify and resolve product issues and concerns.
• Document customer interactions and problem resolutions.
• Provide feedback to help improve products and services.
• Stay up-to-date with product information and updates.
• Coordinate with the sales team to provide excellent customer service.
• Maintain high levels of customer satisfaction.

Requirements

• Technical certification or degree in a relevant field is preferred.
• Minimum of 5 years proven experience as a Product Support Specialist or similar role.
• Exceptional communication and problem-solving skills.
• Experience in customer service or technical support is a plus.