Product Support Lead - Part Time

Dublin City Centre, Dublin

Product Support Lead - Part Time

Our client, a global leading tech company, is seeking a Product Support Lead to join their team on a part time basis over a 10 month project.

Project Overview:

  • In this role, you will provide product commercialization support for a new media insights product that is being launched to agencies and advertising partners. You will be the primary voice for support/questions from our users, liaise with the cross-functional/technical team.
  • Your contributions will help the team scale access more quickly and efficiently, respond to customer requests more quickly, and develop a systematic understanding of user feedback/issues.

Overall Responsibilities:

  • Be the first point of contact and “voice” of our product out to the market; respond to external users’ questions in a timely and professional manner; support troubleshooting. Users are primarily from media/creative agencies or advertisers.
  • Be the central point of contact to our technical team, summarizing user feedback, using proper channels to escalate urgent issues. Triage, organize and synthesize key issues arising from user feedback, to inform product roadmap and highlight bugs/issues.
  • Manage the new user onboarding process, allowing access for users/agencies, exhibiting close attention to detail, timeliness and professionalism.
  • Synthesize adoption and usage trends (i.e. by user type, by country) to team and surface insights about product usage or recommendations for user engagement. Review CSAT surveys, summarize issues and present findings to team. This requires data analysis, analytical thinking and an understanding of marketing (i.e. growth drivers).
  • Develop and manage a prioritized list of user feedback/feature requests to inform product roadmap, based on user types (company, geography, role)
  • Drive enhancements to support model and ensure Service Level Agreements (SLAs) are consistently met or exceeded. Provide recommendations to team to improve escalation/feedback paths and processes, to improve product serviceability
  • Update support materials and customer-facing documentation to address most frequently asked questions.

Top 3 Daily Responsibilities:

  • Respond to user feedback and questions
  • Collect and synthesize user feedback into the technical team
  • Manage new user onboarding process, and communicate status/updates to end users and team

Skill/Experience/Education

Dublin City Centre, Dublin
£50000 - £65000 per annum
  1. Contract

Similar jobs

Salary

£70000 - £85000 per annum

Location

Dublin City Centre, Dublin

Salary

£75000 - £90000 per annum

Location

Dublin City Centre, Dublin

Salary

Negotiable

Location

Dublin City Centre, Dublin