Title: Senior Product Support Specialist

Location: Remote

Time: Full-time (12:00-8:00pm SA time)

Compensation: R37,000-43,000/m

The Company

Our client increases trust in business by helping legal, finance, and tax teams organize business entity and corporate structure information. We support over 370,000 business entities globally to automate workflows for ownership, company secretarial, governance, tax, and compliance.

The Role

As a Product Support Specialist, you’ll empower users through exceptional support, training, and documentation. You’ll play a key role in testing new features and collaborating with various teams to gather user feedback, shaping sales strategies and product enhancements.

Responsibilities:

• Champion User Experience: Understand user needs, provide top-notch technical support, train users, and craft clear documentation.
• Problem-Solving: Become the go-to resource for product-related questions, test new features, and use your legal expertise to inform product development.
• Communication: Build strong relationships across teams to streamline communication and problem resolution, and share user insights.
• Customer Advocate: Manage and respond to customer inquiries, troubleshoot issues, and advocate for solutions.
• Data-Driven Decisions: Analyze user trends and feedback to drive product improvements.
• Quality Assurance: Test new features to ensure they meet high standards and enhance user experience.
• Relationship Building: Maintain regular communication with users, gather feedback, and identify opportunities for deeper product adoption.
• Brand Ambassador: Engage with advocates, gather testimonials, and showcase our value proposition.
• Continuous Improvement: Suggest and implement innovative ideas to enhance customer success and workplace environment.

Qualifications:

• Bachelor’s degree or equivalent experience
• Technical proficiency in cloud-based software and applications
• Excellent written and verbal communication skills
• Proven ability to build rapport and collaborate effectively with clients and colleagues
• Passion for problem-solving and continuous improvement, with a strong interest in leveraging technology for legal services

Nice to Have:

• Familiarity with software testing and quality assurance processes
• Knowledge of legal industry trends and best practices

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