IT Product Specialist/ Software Product Training

Summary:

An IT Product Specialist is a technical subject matter expert who operates at the intersection of product development, customer engagement, and internal strategy. They deeply understand a specific IT product—how it works, what problems it solves, and how it fits within the competitive landscape. They serve as the go-to authority within their organization for that product.

Key Responsibilities:

• Online Training & Documentation:
• Provide online training to customers
• Develop and maintain training materials, including guides, FAQs, and tutorial videos
• Ensure all training content is up to date with the latest product features and updates
• Online Product Demonstrations:
• Conduct live and recorded product demos online for leads
• Clearly explain product features, benefits, and use cases to different audiences
• Customize demos based on client needs and industry requirements
• Product Support & Customer Assistance:
• Respond to customer inquiries via email and online communication channels
• Differentiate if a customer query is a question or an issue/bug
• Provide effective solutions for product-related questions/concerns
• Troubleshoot issues and update findings to the Quality Lead
• Maintain a high level of professionalism in all customer interactions

Reporting:

• Maintain MOM for all meetings with customers or leads
• Document customer feedback and report recurring issues to the product team.
• Collaborate with internal teams to improve customer experience
• Timely update ongoing activity in tools and reports provided.

Core Skills:

• High English fluency in verbal and written
• Advanced Email etiquette
• Tool knowledge MS Teams, Google Meet, Zoom, Zoho Desk, and CRM/helpdesk software is a plus
• Should be proficient with Office 2019 and above
• Proficient in creating training documents/articles
• Implementing AI GPTs in day-to-day tasks is a plus.

Experience:

1-2 years in Software Product Training, Support and Customer Meetings