Product Support Officer at PoweredUp Consulting

REPORTS: Head, Product Innovation and Management

LINE SUPERVISOR: Product Managers 

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:

• 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.
• Technical certification or degree in a relevant field is preferred.