Product Support Specialist - Incident Management

Description :

We are looking for a Product Support Specialist digital procurement to join our clients team.

Reporting to the Customer Success and Engagement Manager this role will be an integral part of the role.

About the job :

As a Product Support Specialist youll be the face and the voice of our company, providing front-line support services to the clients.

As the first point of contact for clients questions and concerns, you will deliver exceptional customer service while prioritizing, troubleshooting, resolving, and escalating tickets in line with our service desk procedures and documenting information every step of the way.

This role revolves around the use of service desk tools, internal knowledge bases, external research (ie Google), getting your hands dirty trying out and testing solutions and workarounds in our software, and collaborating with internal teams.

Your success will contribute to the overall team metrics for response and resolution SLA, and overall customer satisfaction and retention.

About you :

You love to help people and flex your problem solving skills, and you get that thrill from finding a solution to a problem.

Youre a tech-savvy power user who is highly comfortable in the digital landscape, and confident to learn-by-doing with new software.

Youre a great listener and have high emotional intelligence.

You have a positive outlook, a lot of patience and resilience, and are a supportive and collaborative team member.

You enjoy working independently.

Juggling shifting priorities comes easily to you and you thrive in a fast-paced environment.

What youll do :

- Provide first contact support to customers for incidents and requests via phone, web portal, email, and chat.

- Ensuring courteous, timely, and effective resolution of customer questions and concerns.

- Build rapport and elicit problem details from service desk customers.

- Prioritize incidents and service requests according to defined processes in order to meet SLAs.

- Understand and follow our support processes for ticket response and resolution.

- Record, track, and document your actions for each customer request, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

- Escalate incidents to internal escalation teams with accurate documentation when required.

- Issue mass customer notices for large incidents as needed.

- Follow up and make scheduled call backs to customers where necessary.

- Reinforce SLAs to manage customer expectations.

- Research solutions through internal and external knowledgebase as needed.

- Identify and learn appropriate software used and supported at GHD Digital.

- Test fixes to ensure the customers issue has been adequately resolved.

- Proactively contribute to customer knowledge base.

- Provide suggestions for continual improvement of our customer service desk.

- Stay current with product changes and updates.

Required skills, experience and qualifications :

- Minimum 3 years of experience in customer service and support or similar role.

- Minimum 1 years experience providing customer support for web-based software.

- Strong troubleshooting skills within complex web-based applications.

- Working knowledge of web browsers and their general functions.

- Excellent active listening skills and documentation skills.

- Strong written and verbal communication skills in English.

- Comfortable taking the lead on phone and video calls with customer.

- Working knowledge or experience with bidding platforms such as Merx, Biddingo or Bids & Tenders preferred.

- A basic understanding of procurement bidding processes, including :

- Knowledge of public sector procurement processes in North America is preferred.

- Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as ZenDesk, HubSpot, and Jira.

- Awareness of ITIL Foundations principals.

We wont complain if you also have :

- Experience working with municipal and other public sector organizations in North America.

- C1 or C2 level CEFR certification (EF SET 61+).

- ITIL certification.

- Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc.

- Familiarity with the software development lifecycle and SaaS business operations.

- Experience working with Jira, ZenDesk, Confluence, HubSpot, or various digital task tracking tools.