Product Support Engineer

CGR Services; Hawke's Bay; On-site; NZD 90,000 - 120,000; Full time

Job summary

Digiscale is seeking a Product Support Manager in Hawke's Bay, NZ. Lead a team of product support specialists, ensuring exceptional client service and collaborating with product development to resolve issues.

The ideal candidate will hold a CS/IT degree, have 5+ years in product/technical support, and drive process improvements with strong troubleshooting and communication abilities.

Qualifications

• Degree in CS/IT or related field.
• 5+ years in product or technical support.
• Experience leading a team and implementing processes.
• Strong troubleshooting and communication skills.
• Organizational skills with ability to manage multiple tasks.

Responsibilities

• Manage a team of product support specialists and provide guidance, training, and support.
• Develop and implement support processes to resolve client issues efficiently.
• Monitor support metrics and drive improvements for the overall experience.
• Collaborate with product development to identify issues and provide feedback.
• Be the main contact for escalated client issues and resolve concerns promptly.
• Maintain deep product knowledge to offer accurate client guidance.
• Stay updated on industry trends to keep services competitive.

Skills

Team leadership

Communication

Time management

Problem solving

Education

Bachelor's degree in CS/IT or related

Tools

CRM systems

Ticketing systems

Job description

Key Responsibilities:

• Manage a team of product support specialists, providing guidance, training, and support to ensure the team is equipped to provide exceptional service to our clients.
• Develop and implement support processes and procedures to ensure efficient and effective resolution of client issues.
• Monitor and analyze support metrics to identify areas for improvement and implement strategies to enhance the overall support experience.
• Collaborate with the product development team to identify and resolve product issues and provide feedback for future product enhancements.
• Act as the main point of contact for escalated client issues and work closely with clients to resolve their concerns in a timely and professional manner.
• Maintain a thorough understanding of our products and their features to provide accurate and helpful support to clients.
• Keep up-to-date with industry trends and developments to ensure our products and support services remain competitive.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a product support or technical support role, preferably in the technology industry.
• Proven experience in managing a team and implementing support processes and procedures.
• Strong technical background with the ability to troubleshoot and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with clients and team members.
• Strong organizational and time-management skills with the ability to prioritize and manage multiple tasks and projects.
• Proactive and solution-oriented mindset with the ability to think critically and make sound decisions.
• Familiarity with project management methodologies and tools is a plus.

At Digiscale, we value diversity and inclusion and are committed to creating a supportive and inclusive work environment for all employees. We offer competitive salaries, comprehensive benefits, and opportunities for growth and development within the company.