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Technical Product Specialist
2 months ago
The Technical Product Specialist is a key member of our support team, responsible for providing expert guidance and support to our clients and partners regarding the Agillic Platform. This includes troubleshooting, technical investigation, and best practice recommendations to ensure seamless platform functionality.
- Act as a supporting role for clients and partners, providing timely and effective solutions to platform-related queries and issues.
- Collaborate with the business to enhance the overall customer experience with Agillic, ensuring that our clients receive the highest level of support and service.
- Conduct thorough technical investigations of the product and associated features to ensure they meet customer expectations.
- Maintain in-depth knowledge of the Agillic Platform, staying up-to-date with the latest features and developments.
- Develop and maintain comprehensive knowledge base content, including feature guides, product information, and best practices.
- Collaborate with technical personnel to troubleshoot complex technical solutions and ensure overall client satisfaction.
As a Technical Product Specialist, you will be responsible for providing exceptional support and service to our clients, ensuring that their experience with the Agillic Platform is positive and productive.
- Provide timely and effective support via multiple channels, including tickets, email, telephone, and live chat.
- Develop and deliver training sessions and product presentations to educate our clients on the Agillic Platform.
- Stay up-to-date with the latest product developments and features, ensuring that your knowledge is current and accurate.
- Improve existing client platform configurations by evaluating objectives and specifications, reviewing proposed changes, and making recommendations and solutions.
- Document Agillic with technical tips, best practices, and feature documentation.
- Prioritize tickets, bug reporting to R&D, and case escalation to ensure timely resolution of client issues.
- Assist with E-Learning content development to support client education and training.
- Previous experience in customer support or customer care.
- Experience in a SaaS company is considered a plus.
- Strong understanding of basic computer skills and the ability to learn.
- Effective communication skills, both written and verbal.
- Ability to work in a collaborative and team-oriented environment.
- Experience with Digital Marketing/Marketing Software is a plus.
- Experience with documentation of product-related features is a plus.
- Experience with CRM/database management is a plus.
- Experience with Zendesk (or equivalent CS tool) is a plus.
- Experience with Jira is a plus.
- Experience with Excel is a plus.
- Experience with other Marketing Automation Software is a plus.
- Tech-savvy with a strong understanding of technology and its applications.
- Strong written and oral communication skills.
- Commercial mindset with a focus on customer satisfaction.
As a Technical Product Specialist at Agillic Ltd., you will have the opportunity to work with a talented team, develop your skills and knowledge, and make a real impact on our clients' experience with the Agillic Platform.
