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Product Specialist

  • Location:

    Dublin

  • Sector:

    Informationstechnologie

  • Job type:

    Temporary

  • Salary:

    Negotiable

  • Contact:

    Eoin Kirwan

  • Contact email:

    eoin.kirwan@oliverjames.com

  • Job ref:

    JOB-072021-147122_1627643696

  • Published:

    über 2 Jahre her

  • Duration:

    Initial 6 Month

  • Expiry date:

    2021-08-18

  • Startdate:

    ASAP

We are currently seeking a Tier 3 Product Associate. This position serves as a technical liaison and trusted partner between our digital systems and various departments across the company. Tier 3 Associate work directly with product owners, engineers, and other partners to ensure quality and operational excellence amongst our growing suite of software applications.

In addition to isolating, de-escalating, prioritizing, and resolving day-to-day issues, Tier 3 Associate oversee our incident management process when urgent, high-impact issues occur. They are embedded within product teams to provide a comprehensive perspective on product decisions, including advocating for low-priority issues and resolution of technical debt.

The Tier 3 Associate also partners directly with our Leadership and Project Management team to drive improvement on processes and policies that impact customer experience (e.g. QA, FAQ documentation, training, internal communications, workstream/workflow optimization).

Responsibilities

  • Point of contact and owner of high and low priority escalations impacting Company's digital systems and commitment to delivering it's services to our members.
  • Advocate for both the users/members using our systems, and for the systems to be improved.
  • Create and document processes that streamline our systems, flows, and procedures.
  • Become a subject matter expert and advisor in specific Company's digital systems, and responsible for creating workarounds and out of the box solutions that provide streamlined experiences for users when necessary.
  • Work directly with product teams to create strategies that increase adoption and improve product performance: This includes building partnerships, identifying root causes, developing communications and training material.
  • Create partnerships with stakeholders, product owners, and product teams to ensure cooperation and engagement towards fulfilling mutual goals.
  • Participate in standup and planning sessions to effectively engage with engineering teams to detect trends, resolve system vulnerabilities, and curate training content that improves our customer's daily lives.
  • Is regionally focused, and a subject matter expert in local cultures, best practices, and standard operating procedures (SOP's).
  • Amazing multitasker possessing strong learning agility skills and is seen as a trusted partner.
  • Provides technical assistance for our Tier 2 Support Specialists and serves as an escalation point for complex and unknown issues.
  • Responsible for socializing Tier 3 processes with Tier 2 Support Specialists to provide a frictionless escalation process.

Requirements

  • 3+ years of technical support or similar experience operating in a fast-paced environment.
  • You are a people person - can bring highly technical people together to solve complex and ambiguous problems.
  • You are a problem solver - able to effectively leverage resources to identify and resolve problems efficiently while gathering and analyzing data.
  • You are technically proficient - able to triage and isolate issues quickly with a knack for learning and understanding new technical applications and systems. You identify issues and clearly communicate the impact and urgency to engineering teams in relatable terms.
  • You are process and document-driven - able to get things done through proven frameworks and processes. Project Management, ITIL Foundations, or Scrum Certification a plus.
  • You are highly independent - are comfortable working autonomously and need little direction from your direct manager.
  • Multilingualism is preferred. You have excellent writing skills. You must be able to communicate clearly and effectively, with a solid command of grammar, spelling, and syntax.
  • You will be expected to have some flexibility in your schedule;
  • Willingness to embed yourself with regional teams to capture field experience and feedback, travel may be required.

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