Product Ops & Support Specialists

Description:

Key Responsibilities

• Provide technical support to customers, addressing product-related issues and ensuring a positive experience.

• Troubleshoot technical issues and offer timely resolutions, collaborating with product and engineering teams when necessary.

• Assist in managing product lifecycle processes, including updates, releases, and deployments.

• Support the creation and maintenance of product documentation, guides, FAQs, and other resources to help customers self-serve.

• Act as a liaison between customers, product, and engineering teams to ensure that issues are addressed and features are prioritized.

• Monitor product performance, identify any technical issues, and work proactively to mitigate any operational disruptions.

• Track and analyze customer feedback and support trends to help identify opportunities for product improvements or operational efficiencies.

• Help implement and maintain internal product management systems and tools.

• Provide training or assistance to internal teams or customers about new features, products, and updates.

• Assist in managing product operations tasks, such as monitoring data flows, resolving integration issues, and ensuring systems are functioning as expected.

• Contribute to the refinement of support processes and technical workflows to improve overall customer and product experience.

Qualifications

• 1-2 years of experience in product operations, technical support, or customer-facing technical roles.

• Bachelor’s degree in Computer Sciences, Software Engineering or similar.

• Strong understanding of technical concepts such as software, APIs, data integrations, and troubleshooting.

• Excellent written and verbal communication skills.

• Experience using support or operations tools (e.g., Jira, Zendesk, or similar systems).

• Ability to understand and explain complex technical issues in simple, customer-friendly language.

• Ability to work collaboratively with cross-functional teams, including product, engineering, and customer success.

• Strong attention to detail, with a focus on accuracy and delivering high-quality results.

• Problem-solving mindset with the ability to handle multiple tasks and prioritize effectively.

• Basic familiarity with product management processes and Agile methodologies is a plus.

Desired Skills

• Experience with Logistics, Fintech, SaaS, APIs, or other software products.

• Proactive approach to identifying issues and working to resolve them before they impact customers.

• Experience in product documentation and customer support knowledge base creation.