Product Support Sr. Associate

As the Product Support Specialist, you will play a crucial role in supporting the product owner in managing the product backlog effectively. This involves prioritizing features and enhancements based on value, customer feedback, and technical input. Your responsibilities will also include collaborating with stakeholders to gather requirements, define user stories, and establish acceptance criteria. You will closely work with development teams to ensure timely delivery of solutions that meet user needs. Monitoring product performance, usage metrics, and customer feedback will be essential for informing continuous improvement efforts. Additionally, you will be responsible for responding to customer inquiries through various channels such as email, chat, ticketing systems, or phone. Troubleshooting and resolving application-related issues will be a key aspect of your role, with the ability to escalate complex issues to technical and vendor teams when necessary. By logging, tracking, and analyzing recurring issues, you will identify patterns to enhance product stability. Documenting solutions, FAQs, and support procedures in a knowledge base will be part of your routine tasks. Collaboration with multiple stakeholders to report bugs and suggest enhancements is crucial for product enhancement. You may also conduct product walkthroughs, training, or onboarding sessions for users as needed. Staying current with product updates, releases, and technical changes will ensure you are well-informed for effective support. Your role will involve being the single point of contact for business matters before escalation, emphasizing the need for solid Excel and Power BI knowledge. Proficiency in languages like Python and R will be beneficial for driving efficiency projects. Prioritizing requirements based on business impact and feasibility, working with large data sets, and performing data analysis are also part of your responsibilities. In terms of client and stakeholder management, proactive communication and building rapport at operational touchpoints are essential. You should strive to be perceived as a value-adding team member through your diligent work ethic, attention to detail, and strong oral and written communication skills. Taking ownership of tasks, troubleshooting effectively, and demonstrating proficiency in tools like Power BI, Microsoft Excel, and common troubleshooting tools will be key to your success. Your positive attitude and ability to work well in a team environment will contribute to a productive work atmosphere.,