Product Support Specialist

Description

Job Summary

The Product Support Specialist will serve as the primary point of contact for customers seeking technical assistance with our products and services. This role demands a blend of technical expertise and strong problem-solving abilities to effectively troubleshoot and resolve issues, ensuring an exceptional customer experience. In addition to direct customer support, the PSP will be responsible for monitoring, maintaining, and troubleshooting product workflows, operations, and overall system health. This includes proactive oversight of product performance, incident response, and close collaboration with cross-functional technical teams to guarantee the smooth functioning of our product infrastructure.

The ideal candidate will possess a solid technical background, exceptional analytical and problem-solving skills, and meticulous attention to detail. This position is critical to maintaining high levels of customer satisfaction and trust while contributing to the ongoing success of our products.

Duties and Responsibilities

• Product Monitoring: Consistently monitor product performance and system health using a variety of network management tools and platforms to ensure optimal functionality.
• Incident Response: Proactively identify and address alerts or issues, performing initial troubleshooting and escalating to the appropriate teams when necessary.
• Problem Resolution: Effectively diagnose and resolve product-related issues, including connectivity disruptions and performance degradation, ensuring minimal impact to customers.
• Documentation: Maintain comprehensive and accurate records of incidents, changes, and resolutions within the ticketing system to ensure clear tracking and accountability.
• Reporting: Compile and analyze product performance data, generating detailed reports with actionable insights and recommendations for product optimization and improvement.
• Follow-Up: Ensure high levels of customer satisfaction by following up on resolved issues and maintaining ongoing communication until customers are fully satisfied.
• Continuous Improvement: Actively contribute to the refinement of network operations control processes and procedures, focusing on enhancing efficiency and effectiveness.
• Customer Support: Collaborate with internal stakeholders to provide timely updates on product issues, coordinating resolution efforts to support customer needs.

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Qualifications

Qualifications

• Technical Skills: Proficient understanding of, or eagerness to learn, monitoring tools (such as DOMO, Datadog, etc.) to effectively oversee product performance and health.
• Problem-Solving: Demonstrated ability to troubleshoot and resolve complex product issues efficiently in a fast-paced, dynamic environment.
• Communication: Exceptional verbal and written communication skills, with the capability to translate technical concepts into clear, understandable language for non-technical stakeholders.
• Attention to Detail: Strong focus on accuracy and thoroughness, particularly when documenting incidents, changes, and resolutions.
• Team-Oriented: Collaborative mindset, with the ability to work effectively within a team and manage multiple tasks concurrently.

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of workstation.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment. 
• This position may be requested to work overtime on occasion to meet company objectives

For Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.