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Product Technical Advocate
2 weeks ago
We are seeking a highly skilled Product Support Officer to join our team. The successful candidate will provide top-notch technical support and service delivery for the day-to-day operations of our products to a high level of user satisfaction.
This role reports to the Associate Director Engagement and Product and supports the smooth operation of IT in alignment with business objectives.
The key accountabilities for this position include:
- Assisting in the day-to-day operation of products, ensuring staff have access to technologies which support their line of business and empowering them to use these tools effectively.
- Maintaining updated, clear and well-developed support processes and delivering services in those areas.
- Liaising with internal and external stakeholders to provide technical support on products, systems and configurations, coordinate testing of improvements and fixes, and ensure issues and problems are resolved quickly and with minimum disruption to staff.
- Providing day-to-day oversight of vendors participating in or accountable for staff technology or product support, and working with vendors to ensure products are properly patched.
- Providing training and onsite / remote support and troubleshooting to staff on a wide range of technology products relevant to their focus domain.
This is a salary Grade 07/08 role, commensurate with experience.
The ideal candidate will hold tertiary qualifications in IT or equivalent experience in a relevant IT industry / technical support environment, as well as experience and technical knowledge in the Microsoft M365 suite, SharePoint, Salesforce or similar products.
