Support Product Specialist (m/f/o)

Tasks

• Provide third-line application software support, whilst prioritising complex issues coming in via all support channels
  
• Coordinate with Support Team in addressing customer problems within an established response time.
  
• Effectively communicate these issues with the Development, Testing Team, Product Owner, and Support Team
  
• Develop training material and conduct training for Support agents, including new hires
  
• Develop and maintain the Knowledge base by contributing to new articles, reviewing the technical information, and sharing this with the Support team
  
• Maintain a high level of product knowledge across the Support team
  
• Analyse customer feedback and liaise with the Product team to come up with effective solutions and/or feature requests
  
• Maintain the highest client satisfaction and positive client relationships
  
• Perform problem management and end-to-end problem ownership
  
• Participate in scheduled off-shift support (callout)
  
• Collaborate with the Customer Success team to onboard clients on new projects, offering both on-site and remote assistance
  
• Confirm bug fixes reported by clients through initial testing for new software versions
  
• Involvement with the Product Team on product features

Requirements

• 3+ years of customer support experience, and in-depth knowledge of Shireburn Software products
  
• Ability to provide industry level consultation to customers whenever required
  
• Proficient in advanced Excel formula applications
  
• Excellent communication skills. Speak and write clearly and articulately without being overly verbose or talkative. Maintain this standard in all forms of written communication, including email and chat
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