Product Support Engineer

Digiscale; Napier; On-site; NZD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Growth opportunities

Job summary

Digiscale, based in Napier, New Zealand, is seeking a Product Support Manager to lead a team of product support specialists and ensure exceptional client service.

Responsibilities include developing support processes, monitoring metrics, collaborating with product development, and serving as the main contact for escalated issues to achieve timely, professional resolutions.

Qualifications

• 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.

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.

Skills

Team management

Client communication

Troubleshooting

Process improvement

Time management

Project management

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Project management tools

Job description

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.

Qualifications

• 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.

If you are passionate about technology and providing exceptional support to clients, we encourage you to apply for this exciting opportunity to join our team as a Product Support Manager.