Role Overview:
As a Product Specialist, you will play a critical role in supporting implementation partners, customers, and end-users in deploying and optimizing our cloud platform and associated IoT solutions. You will serve as a product expert, offering technical and functional guidance to ensure the successful adoption and ongoing use of our platform. Your work will involve coordinating with internal teams, such as product development and customer support, to provide solutions tailored to our clients’ needs.
Key Responsibilities:
- Product Expertise & Training: Develop a deep understanding of the cloud platform, mobile application, IoT hardware, and networking aspects. Provide product training and technical support to implementation partners and end-users.
- Customer Support: Act as a primary point of contact for customers, providing technical support, resolving inquiries, and guiding them through the implementation process.
- Implementation Support: Assist in the deployment of our cloud platform by working closely with implementation partners to ensure proper configuration, testing, and troubleshooting of IoT devices, software, and network setups.
- Documentation & User Guides: Create and maintain product documentation, user manuals, FAQs, and how-to guides to empower customers and partners in using our platform effectively.
- Feedback & Improvement: Collect feedback from customers and partners to identify areas for product improvement and work closely with the product development team to implement enhancements.
- Collaboration: Work cross-functionally with internal teams such as engineering, sales, and customer success to ensure a smooth customer experience and successful product rollouts.
- Product Demos: Conduct product demonstrations for prospective customers, highlighting key features and benefits of the platform and its capabilities in security, safety, and facility management.
Qualifications:
- Education: Bachelor’s degree/Diploma in Information Technology, Computer Science, or related field, or equivalent experience.
- Experience: 2-4 years of experience in a product specialist, technical support, or similar role, preferably within cloud-based platforms or IoT solutions.
- Technical Skills: Knowledge of IoT hardware, cloud platforms (AWS, Azure, or similar), networking, and software deployment processes. Familiarity with mobile applications is a plus.
- Communication Skills: Strong verbal and written communication skills, with the ability to convey technical concepts to non-technical users.
- Problem-Solving: Proven ability to troubleshoot technical issues and provide innovative solutions to customer challenges.
- Customer-Focused: A strong commitment to delivering excellent customer service and a passion for helping customers succeed.
- Adaptability: Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
