Product Customer Support/Helpdesk

Product Support / Software / SAAS / Service / Helpdesk / Client Support / Project Support

Key Responsibilities

• Level 2 customer support skills, dealing with escalations around the product from level 1 triage.

• Respond to customer claim that have not been resolved by level 1 technical support team in line with customer SLAs

• Liaise with Product and technical team to be able to respond to claims with high quality professional responses

• Track and Close tickets in the in-house ticketing system (Zoho for now)

• Maintain related documentation

• Report support KPIs to the Operation managers to ensure continuous improvement process

• Contribute to product improvement process

Integration Projects Support

• Participate in project meetings, providing analytical support and assisting in integration project documentation

• Assist in the implementation of new systems, tools, or processes facilitating integration project management

• Feed the development team with the right elements to ensure correct interface development

• Liaise with the third parties partners to ensure project are managed in line with plan in budget

• Conduct thorough User Acceptance Tests to ensure integration are delivered as per business requirements

• Provide documentation and operational support post implementation of changes Assist in documenting and analysing current integration processes, identifying areas for improvement

• Work with cross functional teams to drive continuous improvement to drive efficiency and quality

Communication & Collaboration

• Work closely with Product teams, Development Teams, Managers, and cross-functional teams to understand business needs

• Communicate findings and insights clearly and effectively to stakeholders

Skills & Competencies

• Strong analytical and problem-solving skills

• Good understanding of data visualization techniques and tools

• Basic understanding of Agile/Scrum methodologies

• Proficiency in Microsoft Excel, PowerPoint, and other data analysis tools

• Excellent communication and interpersonal skills

• Ability to work both independently and collaboratively in a team environment

• Detail-oriented with strong organizational skills