Product Support Specialist

OI-Soft Ltd in Malta is currently looking to recruit a Product Support Specialist to join their team on a full-time basis.

Overview:
The role of the Product support specialist is to educate current and prospective customers about the company’s Software products and services.
They present informative pitches and demonstrations to leads and answer any questions.
They assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips.
They also diagnose technical issues and assist with corrective requests.
They also train or educate users and create training programs or materials.
They help in compiling a database of common questions or issues in order to develop FAQs or troubleshooting guides.
Good communication skills are a must.

Responsibilities:

• Escalate requests and issues to the appropriate internal team
• Act as direct contact with internal and external customers
• Track and report on support metrics and support team performance
• Multi-task, problem-solve, and prioritize in a fast-paced working environment
• Manage overall strategy to ensure proper levels of product support coverage
• Record detailed information into a work order/service ticketing system for all calls/emails
• Analyze and validate system requirements, and existing business processes
• Review work queues to identify unscheduled ordered
• Encourage and support process improvement initiatives identified by team members
• Identify training opportunities and help sales partners develop a stronger understanding of product nuances
• Write simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.

Qualifications/Skills:

• Tertiary Education or high will be considered an asset
• A collaborator with demonstrated multitasking and time management skills
• Skilled at writing protocols and process analysis
• A leader with an eye for solving problems and continuous improvement
• Can assist with clerical needs such as answering phones or responding to email
• Experience with applicable software and systems an asset not required
• Demonstrated a positive attitude and sense of humour.