Product Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver first-level support via phone and email to international clients, addressing inquiries in accordance with SLAs.

• Identify problems and differentiate between software errors and training requirements.

• Oversee internal messaging, platform performance, and uptime to anticipate potential issues affecting clients.

• Refer unresolved matters to Second Line Support, Engineering, or Customer Success, providing clear context and diagnostic information.

• Utilize worksheets and flowcharts to effectively manage daily workload expectations.

• Assist in creating support articles and participate in occasional client training sessions.

• Conduct regular client audits and maintain precise records of client interactions.

• Gain expertise in the Board Intelligence platform and stay informed about product updates.

• Execute user data requests and analysis, along with performing ad hoc platform testing.

• Undertake projects from various teams.

• Relay customer feedback to product and customer teams.

• Propose ideas to enhance team and internal processes.

• Uphold security protocols and pose relevant questions to comprehend complex issues.

• Serve as an ambassador for the principles and standards of Board Intelligence.

• Operate independently overnight as the primary point of contact for the organization on select nights.

⛳️ Requirements

• Proven experience in customer service and/or technical support within a relevant industry.

• Exceptional verbal and written communication skills, capable of clearly and confidently explaining concepts via phone and email.

• Proficient in diagnosing and resolving issues with sound judgement, escalating when necessary and providing clear context to colleagues.

• Highly motivated with a proactive attitude and the ability to take initiative while working largely unsupervised during overnight hours.

• Unwavering attention to detail and a dedication to maintaining high standards.

• Confidence to ask questions to accurately determine what someone needs before providing a response.

• Capacity to handle multiple tasks, remain composed under pressure, and prioritize incoming tickets and calls.

• Naturally curious, with a strong interest in technology, customer service, and problem-solving.

• Comfortable working independently from home, with a dependable and professional home work environment.

• Basic skills in fault diagnostics, triage, and resolution.

• Familiarity with JIRA or similar tools for logging and tracking customer issues.

• Exposure to Datadog or basic log analysis and monitoring.

• Familiarity with PagerDuty or other alert and incident management systems.

• Experience with BugSnag or other error reporting tools.

🏝️ Benefits

• Full-time employment.

• Remote work from home.

• Opportunity to assist other business areas and acquire new skills.

• Chance to contribute to support articles and partake in occasional client training.

• Exposure to product developments and UK daytime content.

• Commitment to diversity, equity, and inclusion.

• Reasonable adjustments made during the hiring process.