Product Support Officer

3 weeks ago

Sydney, New South Wales, Australia Davidson Group Services Full time
Product Support Officer

Sydney

About the Role


Reporting directly to the Lead Product Support Officer, the role of Product Support Officer is primarily responsible for providing exemplary customer centric support within the agreed service level targets.

This is achieved through working collaboratively with internal and external stakeholders to ensure we exceed customer expectations.


Product Support Officers are required to demonstrate excellent written and verbal communication and time management skills, ensuring Service Level Agreement (SLA) targets are being met.


This role is instrumental in providing a consistent and reliable customer experience along with taking a keyrole in Continual Service Improvement (CSI).


Collaborate with all Service Delivery, DevOps teams to ensure effective 'Operational Support' process and procedures are documented to provide the highest level of service to our customers.


About You
Serve as SME for product/system concerns raised by users that cannot be solved during initial triage.

  • Investigation of product operational concerns through diagnostic techniques, determining the best solution based on the issue and details provided by customers.
  • Provide detailed information/articles to assist the Product Analysts to guide users through the problemsolving process.
  • Create and/or maintain knowledge base articles ensuring all available literature is current and relevant to user concerns.
  • Refer complex situations to relevant areas with accompanying diagnostic information
  • Monitor the progress of incidents in relationship to SLAs and escalate to relevant management any potential breach risks.
  • Record and report reoccurring events and problems to Lead & Management for root cause analysis.
  • Report feedback or suggestions by customers to the appropriate internal teams.
  • Learn new features in advance of introduction to effectively respond to service desk inquiries.
  • Organise individual time, work, and resources to accomplish objectives in the most effective and efficient way.
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