The Staff Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes.
Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology.
Staff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.
This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% - Support & Enablement:
Participates in advanced troubleshooting and drives resolution
Interfaces with business stakeholders and IT teams to elicit problem details
Addresses technical issues both synchronously and asynchronously; escalates accordingly
30% - Delivery & Execution:
Provides after hours, overnight, and weekend on-call support
Provides advanced support for VP level and above
Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
Develops requirements and specifications for project and product lifecycles
Identifies diagnostic utilities to aid in troubleshooting
Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
Identifies process and systems improvements that drive quality within the team
Acts as a role model for maintaining relationships with site leadership
5% - Administration & Operations:
Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
Evaluates documented resolutions and analyzes trends to prevent future problems
40% - Learning:
Produces and updates content for knowledge base articles and training for product support team
Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
Analyze information to determine areas for further training and coaching
Researches and incorporates pertinent product update information in alignment with current trends
NATURE AND SCOPE
Typically reports to the Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
3-6 years of relevant work experience
Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software
Proficient in Microsoft Office standard applications
Proficient in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools
Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
Expertise in developing and enhancing knowledge database and team training documentation
Expertise in mentoring more junior team members
Expertise in setting high standards through action
Proficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
Knowledge, Skills, Abilities and Competencies:
Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
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