Product Support Specialist

Primary Duties and Responsibilities:

  • Provide applications and product/system support to regional admin/staff. Take appropriate steps to bring any open support cases to resolution in a timely manner
  • Analyze case problems, distinguish if it’s product defect or product enhancement requirement. Submit Defect in Jira, follow up and notify stakeholders of the status 
  • Work with product team to evaluate and prioritize complex product defects, help to identify causes and derive resolutions
  • Develop product/system knowledge bases and FAQs for reference purposes
  • Coordinate with product team & business units to support new product launch and existing product enhancements implementation
  • Develop training materials and conduct trainings to staff if necessary
  • Perform additional functions as requested by management


Experience and Education Requirements:

  • Bachelor degree with more than 3 years’ similar working experience in international firms
  • Excellent trouble shooting and problem solving skills
  • Familiar with product development process
  • Very good interpersonal skills and team spirit
  • Good oral and written English
  • Training experience will be a plus

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