Support Product Specialist

Job Roles & Responsibilities

• 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.
• Leadership skills: Ability to motivate/coach a team.

Considered an Asset

• Knowledge of Maltese and other languages.
• Possess own car and driving license.