Technical Product Specialist
4 weeks ago
About the Role
The Technical Product Specialist is a key member of our team, responsible for providing exceptional support to our clients and partners. This includes troubleshooting, technical investigation, and best practice recommendations to ensure the Agillic Platform meets their needs.
- Act as a supporting role for Agillic's clients and partners, answering questions, proposing solutions, and debugging platform behavior.
- Collaborate with customers and the business to enhance the overall customer experience with Agillic.
- Conduct technical investigations to ensure the product and associated features work properly for customers.
- Be an advocate for the Agillic Platform, with in-depth knowledge of its features and capabilities.
- Maintain the Knowledge Base with feature guides, product information, and best practices.
- Maintain the Developer Portal with developer documentation.
- Troubleshoot technical solutions in collaboration with technical personnel from clients/partners.
- Ensure overall client satisfaction with Agillic as a platform.
Your Responsibilities
The Technical Product Specialist will provide a positive customer experience and enhance relationships between clients and businesses.
- Provide support in a timely manner via various channels, including tickets, email, telephone, and live chat.
- Conduct training sessions and product presentations to train customers on the Agillic Platform.
- Develop and maintain extensive knowledge of the Agillic product and services.
- Improve existing client platform configurations by evaluating objectives and specifications, reviewing proposed changes, and making recommendations and solutions.
- Create bug reports to R&D to ensure features are maintained if broken.
- Document Agillic with tech-tips, best practices, and feature documentation.
- Prioritize tickets, bug reporting to R&D, and case escalation.
- Update bi-weekly deployment information and release notes.
- Assist with E-Learning content development.
We Are Looking for You If You Have
- Previous experience in Customer Support or Customer Care.
- Experience from a SaaS company is considered a plus.
- A good understanding of basic computer skills and the ability to learn.
- The ability to communicate effectively in person, over the phone, and via text.
- The ability to work in a collaborative and team-oriented environment.
- (Plus) Experience with Digital Marketing/Marketing Software.
- (Plus) Experience with documentation of product-related features.
- (Plus) Experience with CRM/database management.
- Zendesk (or equivalent CS tool).
- Jira (considered a plus).
- Excel.
- Other (Marketing Automation Software).
Personal Profile
- Tech-savvy.
- Written and oral communication skills.
- Commercial mindset.
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