Product Support Specialist

Job Description

As Product Support Specialist, Service Technology and Innovation team, you will serve as a core part of Service Salesforce Business team working closely with transformation office; Being integral part of business technology change for the 2500-person Global Service & Delivery organization (GS&D), you will be responsible for providing L-1 resolutions to internal business application including CRM platforms. What you'll do: Be responsible for Level-1 issue resolution for internal business applications including CRM platform; provide front line support to end users and triage the identified issues to relevant stakeholders like Product, Data, and IT Resolve end users issues by effectively clarifying and analyzing the root cause; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems Effectively recognize pattern and identify ticket trends; work towards reducing recurrences Collaborate with Product team, along with Scrum teams, Data Science, Data Analytics & other stakeholders to improve the end-to-end issue resolution process Proactively identify opportunities to simplify, optimize, and automate business process Master the product details to help Product Owners and wider Change Management team with right focus areas to improve across product features, communications, and training Partner with Change Management team in identifying opportunities for process improvements and contributing to initiatives that elevate client service standards and internal workflows. Demonstrate excellent time management, project management, and prioritization skills What you'll need: Bachelors Degree with at least 1+ year experience in client or internal stakeholder support and query management on any CRM tools or internal products (eg : Workday, Salesforce, etc) Strong interpersonal, communication, and stakeholder management skill client-facing service delivery experience and customer centric nature will be a plus Excellent time and project management skills, ability to prioritize based on business impact Data intelligence, such as the ability to analyze data trend and resolve difficult problems with speed with keen attention-to-detail. Willingness to go above and beyond and think outside-of-the-box to provide highest level of customer service What you'll get: Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more! Collaborative, team-oriented culture that embraces diversity Professional development and unlimited growth opportunities