Technical Product Specialist
2 weeks ago
About the Role
The Technical Product Specialist plays a vital role in enhancing the customer experience with Agillic by providing timely and effective support to clients and partners. This position involves troubleshooting technical issues, conducting product investigations, and offering best practice recommendations.
Key Responsibilities
- Act as a technical point of contact for clients and partners, providing solutions and debugging platform behavior.
- Collaborate with customers and the business to ensure a seamless customer experience.
- Conduct thorough investigations of the product and its features to ensure they function as expected.
- Develop in-depth knowledge of the Agillic Platform and serve as a product expert.
- Maintain the Knowledge Base with feature guides, product information, and best practices.
- Develop and maintain the Developer Portal with developer documentation.
- Troubleshoot technical solutions with client/partner technical personnel.
- Ensure overall client satisfaction with Agillic.
Your Responsibilities
The primary goal of the Technical Product Specialist is to deliver a positive customer experience and foster strong relationships between clients and businesses.
- Provide timely support via multiple channels, including tickets, email, phone, and live chat.
- Conduct training sessions and product presentations to educate customers on the product.
- Develop and maintain extensive knowledge of the Agillic product and services.
- Improve existing client platform configurations by evaluating objectives, reviewing proposed changes, and making recommendations.
- Generate bug reports to R&D to ensure feature integrity.
- Document Agillic with tech tips, best practices, and feature documentation.
- Manage ticket prioritization, bug reporting to R&D, and case escalation.
- Update bi-weekly deployment information and release notes.
- Assist with E-Learning content development.
Requirements
- Previous experience in customer support or customer care.
- Experience in a SaaS company is a plus.
- Strong understanding of basic computer skills and ability to learn.
- Excellent communication skills in person, over the phone, and via text.
- Ability to work collaboratively in a team-oriented environment.
- Experience with Digital Marketing/Marketing Software (plus).
- Experience with product feature documentation (plus).
- Experience with CRM/database management (plus).
- Zendesk (or equivalent CS tool) proficiency.
- Jira (considered a plus) proficiency.
- Excel proficiency.
- Other Marketing Automation Software experience.
Personal Profile
- Technical expertise.
- Strong written and oral communication skills.
- Commercial mindset.
About Agillic
Agillic is a cutting-edge platform that provides innovative solutions for businesses. As a Technical Product Specialist, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences.
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