Senior Product Support Consultant Job Description Template
Our company is looking for a Senior Product Support Consultant to join our team.
Responsibilities:
- Respond to end user (client) support requests with a sense of urgency. Analyze and resolve or triage application support incidents/requests;
- Ensure product SLAs are adhered to for all application requests;
- Document resolutions and internal procedures and update knowledgebase articles;
- Train and mentor new hires and lesser experienced personnel;
- Ability to set priorities accordingly to meet and/or exceed expectations;
- Perform other duties as assigned;
- Provide premium-level Tax Application Level 1 Support via email, phone and chat;
- Ensure all members have the technical resources necessary to perform their duties;
- Manage workflow and follow-up with all assigned tickets;
- Document activity and communications for incidents and requests from creation through resolution using ServiceNow;
- Ensure all support members are staying up-to-date with their training and performing at expected levels;
- Motivate and encourage a positive work environment to continuously build trust, rapport and team cohesion;
- Ensure shift coverage is maintained for 24-hour support.
Requirements:
- Must have excellent written and verbal communications skills;
- Ability to work flexible shifts for 24/ 7 support coverage, including some holidays and weekends;
- Proficiency with maintaining knowledgebase entries;
- Ability to work successfully with onshore and offshore teams;
- Prefer advanced degree;
- Bachelor’s degree in business administration, computer science, computer engineering, or related field;
- Must have high demand for quality;
- Experience working with end users (clients) to resolve their support incidents;
- Proficiency with incident tracking systems such as ServiceNow;
- Ability to shift from support channels (between phone, IM, and tickets);
- Ability to prioritize tasks and flexibility to work on multiple assignments concurrently;
- Minimum 5 years’ experience as a senior lead or team lead managing a team;
- Proficiency with MS Office suite;
- Knowledge of Tax a plus.