Product Specialist

Mbi Llc; Trenton (NJ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Mbi Llc, within the NJ Division of Developmental Disabilities, seeks a Product Specialist to provide tier 1 technical support, coordinate with cross-functional teams, and ensure applications meet specifications. You will handle first-level requests, document resolutions, and perform knowledgebase tasks while reporting to the Support Manager.

The role emphasizes user acceptance testing, data handling, and strong troubleshooting across Windows, MAC OS, and mobile platforms.

Qualifications

• Strong Microsoft productivity software skills.
• Experience performing user acceptance testing on web applications.
• Extensive experience with Windows operating systems.
• Excellent analytical and logical skills.
• Experience using knowledge base and ticketing systems.
• Experience providing end user system support.
• Experience providing tier 1 IT and application troubleshooting.
• Experience with direct customer service.
• Experience with bug documentation and bug lifecycle.
• Experience with MAC OS.
• Experience with workstation troubleshooting.
• Experience with Android OS for mobile devices.
• Working knowledge of application and desktop security concepts.
• Experience with remote desktop control tools.
• Experience writing SQL Queries.

Responsibilities

• Provide tier 1 support for Division applications.
• Provide first level contact for incoming service requests.
• Review incoming service requests for knowledgebase solutions.
• Collect information from user for service requests.
• Track, route and redirect unresolved service requests to correct resources.
• Escalate complex issues to Tier 2 Service Desk resources.
• Provision application access.
• Identify and route data exceptions.
• Walk users through problem solving steps.
• Convey resolutions of service requests to users.
• Resolve and close low-level service requests.
• Perform proper recording and documentation of activities and solutions.
• Perform periodic knowledge base review.
• Perform user acceptance testing.
• This role will report through the Support Manager.

Skills

MS Office

User Acceptance Testing

Windows OS

Analytical skills

Knowledge base systems

End user support

Tier 1 troubleshooting

Direct customer service

Bug lifecycle

MAC OS

Workstation troubleshooting

Android OS

Security concepts

Remote desktop tools

SQL Queries

Job description

- The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.

- As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:

- Provide tier 1 support for Division applications

- Provide first level contact for incoming service requests

- Review incoming service requests for knowledgebase solutions

- Collect information from user for service requests

- Track, route and redirect unresolved service requests to correct resources

- Escalate complex issues to Tier 2 Service Desk resources

- Provision application access

- Identify and Route Data Exceptions

- Walk users through problem solving steps

- Convey resolutions of service requests to users

- Resolve and Close low-level service requests

- Perform proper recording and documentation of activities and solutions

- Perform periodic knowledge base review

- Perform user acceptance testing

- This role will report through the Support Manager

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Strong Microsoft productivity software skills

Highly desired

2

Experience performing user acceptance testing on web applications

Highly desired

2

Extensive experience with Windows operating systems

Required

2

Excellent analytical and logical skills

Required

2

Experience using knowledge base and ticketing systems

Highly desired

2

Experience providing end user system support

Highly desired

2

Experience providing tier 1 IT and application troubleshooting

Highly desired

2

Highly desired

2

Experience with providing direct customer service

Highly desired

2

Experience with bug documentation and bug lifecycle

Highly desired

2

Experience with MAC OS

Highly desired

2

Experience with workstation troubleshooting

Highly desired

2

Experience with Android OS for mobile device

Nice to have

2

Working knowledge of application and desktop security concepts

Highly desired

2

Experience with remote desktop control tools

Nice to have

2

Experience writing SQL Queries

Nice to have

2