Product Specialist

Job Overview

Job Description

Key Responsibilities:

Online Training & Documentation:

• Provide online training to customers
• Develop and maintain training materials, including guides, FAQs, and tutorial videos
• Ensure all training content is up to date with the latest product features and updates

Online Product Demonstrations:

• Conduct live and recorded product demos online for leads
• Clearly explain product features, benefits, and use cases to different audiences
• Customize demos based on client needs and industry requirements

Product Support & Customer Assistance:

• Respond to customer inquiries via email and online communication channels
• Differentiate if a customer query is a question or an issue/bug
• Provide effective solutions for product-related questions/concerns
• Troubleshoot issues and update findings to the Quality Lead
• Maintain a high level of professionalism in all customer interactions

Reporting:

• Maintain MOM for all meetings with customers or leads
• Document customer feedback and report recurring issues to the product team.
• Collaborate with internal teams to improve customer experience
• Timely update ongoing activity in tools and reports provided

Core Skills:

• High English fluency in verbal and written
• Advanced Email etiquette
• Tool knowledge MS Teams, Google Meet, Zoom, Zoho Desk, and CRM/helpdesk software is a plus
• Should be proficient with Office 2019 and above
• Proficient in creating training documents/articles
• Implementing AI GPTs in day-to-day tasks is a plus

Experience: 3+ years in Software Product Training, Support and Customer Meetings

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