Product Specialist

Product Specialist

General Purpose

Product Specialist helps internal users and customers resolve technical issues associated with our software applications. He/She communicates with users via email, phone calls, or web chat to provide step-by-step effective solutions in resolving problems. As a Product Specialist for UCX you’ll handle support requests from customers, coordinate with internal teams and conduct product demonstrations.

Responsibilities:

• Provide exceptional customer service to make our customers’ experiences easy, insightful, and trusted.
• Coordinate with internal teams, including sales, software development, devops, marketing, and operations to ensure product capabilities are understood and implemented.
• Provide internal and customer training on how to use the product.
• Support sales representatives to address customer needs and identify causes to find the appropriate solution.
• Lead the product onboarding process.
• Contribute to team efforts by accomplishing tasks as needed.
• Manage the onboarding of all new users on the product and keep detailed information.
• Document and report technical issues on the product and request features from customers’ point of view.
• Handle support requests from customers and identify patterns that suggest improvements on products or processes.
• Demonstrate proficiency in understanding the UCX portfolio and be able to articulate the value proposition to our customers.

Qualifications:

• Excellent English communication skills - verbal, listening and written (including
• technical writing).
• Customer service skills, analytical and problem-solving skills.
• Sensitive to working with multicultural, multi-ethnic, globally dispersed co-
• workers and- customers.
• Works well independently or on a team.
• Ability to thrive in a challenging, growing, and fast-paced work environment.
• A bachelor's degree in Management Information Systems, Computer Information Systems, Computer Engineering, Computer Science, or a related field (preferred).
• 2+ years of industry experience.
• 1+ years of experience in technical product support, customer-facing, or technology role (preferred).
• Excellent time management and organization skills

If you are interested in joining our team, please send your CV to [email protected] by October 18, 2021, end of the day.