What are the responsibilities and job description for the Product Specialist position at The Mom Project?
***The salary range for this position is $37.09 - $43.30 per hour.***
Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Product Specialist on a contract basis to help the company's business and research unit customers achieve success by understanding their needs and responding quickly and effectively to requests. We are looking for someone who is a strong and passionate advocate for the customers while providing inputs for Customer Support materials creation, and managing escalations and communications with the company's Engineering, Quality, and Reliability teams. This role needs to be an influencer to align cross-functional partners to ensure the best possible experience for our customers.
What You’ll Do:
Provide inputs to Customer Support’s technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining
Own technical support escalations via an established ticketing system
Partner with Customer Support to optimize technical support escalation flows
Act as a liaison between Customer Support and engineers
As required, work through and own advanced Tier 3 customer-related issues through to resolution
Drive the consumer technical support strategy and establish a process that optimizes customer satisfaction
Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions
Provide feedback on customer support training and quality improvements needed at vendor partner locations
Compile and analyze Voice of the Customer reports
Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams
Actively participate in software and hardware dogfood to provide feedback from Customer Support and user’s perspective
Communicate the impact of product changes during monthly software releases to Customer Support
Create a Business Requirements Document (BRD) for tooling changes
Must-Haves:
4 years of experience in Technical Support or Customer Service serving consumers and Enterprise customers
Experience in communicating technical content and analytical insights to audiences
Experience in using data to influence the direction
Experience in driving results, motivating, and instilling a sense of urgency in others
Empathy – ability to do a lot of dogfooding, look at customer and agent support, hardware, and software and do better (Needs to go through 20 steps.)
Ability to provide feedback to the product team and ability to influence the design
Translate technical items into someone who is not technical; between customer support and the engineering team
Project management skills - ability to work on multiple issues; ability to prioritize the issues and work on a new product when being launched
Ability to support customers from day one when selling
Experience with Microsoft, Office Suite, Excel, Salesforce or Zen Desk, or Tabloid
Experience building cross-functional relationships at all levels of the organization preferred
Achieve results with minimal supervision preferred
Consumer Electronics experience preferred
Education:
Bachelor’s Degree preferred
Hours & Location:
M-F, 40 hours/week . This role will be onsite at our Customer’s Sunnyvale, CA office.
Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Product Specialist on a contract basis to help the company's business and research unit customers achieve success by understanding their needs and responding quickly and effectively to requests. We are looking for someone who is a strong and passionate advocate for the customers while providing inputs for Customer Support materials creation, and managing escalations and communications with the company's Engineering, Quality, and Reliability teams. This role needs to be an influencer to align cross-functional partners to ensure the best possible experience for our customers.
What You’ll Do:
Provide inputs to Customer Support’s technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining
Own technical support escalations via an established ticketing system
Partner with Customer Support to optimize technical support escalation flows
Act as a liaison between Customer Support and engineers
As required, work through and own advanced Tier 3 customer-related issues through to resolution
Drive the consumer technical support strategy and establish a process that optimizes customer satisfaction
Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions
Provide feedback on customer support training and quality improvements needed at vendor partner locations
Compile and analyze Voice of the Customer reports
Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams
Actively participate in software and hardware dogfood to provide feedback from Customer Support and user’s perspective
Communicate the impact of product changes during monthly software releases to Customer Support
Create a Business Requirements Document (BRD) for tooling changes
Must-Haves:
4 years of experience in Technical Support or Customer Service serving consumers and Enterprise customers
Experience in communicating technical content and analytical insights to audiences
Experience in using data to influence the direction
Experience in driving results, motivating, and instilling a sense of urgency in others
Empathy – ability to do a lot of dogfooding, look at customer and agent support, hardware, and software and do better (Needs to go through 20 steps.)
Ability to provide feedback to the product team and ability to influence the design
Translate technical items into someone who is not technical; between customer support and the engineering team
Project management skills - ability to work on multiple issues; ability to prioritize the issues and work on a new product when being launched
Ability to support customers from day one when selling
Experience with Microsoft, Office Suite, Excel, Salesforce or Zen Desk, or Tabloid
Experience building cross-functional relationships at all levels of the organization preferred
Achieve results with minimal supervision preferred
Consumer Electronics experience preferred
Education:
Bachelor’s Degree preferred
Hours & Location:
M-F, 40 hours/week . This role will be onsite at our Customer’s Sunnyvale, CA office.
Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Salary : $37 - $43
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