Product Specialist

The Role:
We are looking for a proactive and knowledgeable Product Specialist to join our team. This role is key to ensuring our clients have a seamless experience with our products by providing expert configuration, guidance, and support across a variety of technical and functional aspects. You will work cross-functionally with internal teams and directly with clients to drive product adoption and satisfaction.

Responsibilities:

Configure client data across multiple complex systems.

Develop and maintain in-depth knowledge of our product portfolio.

Deliver exceptional customer service and support at all stages of the client journey.

Respond to customer inquiries, resolve concerns, and assist in selecting the most suitable products.

Demonstrate product functionality accurately and effectively.

Clearly communicate technical specifications to both technical and non-technical audiences.

Follow up with leads and prospects to drive conversions.

Upsell related products and services to new and existing customers.

Manage ongoing customer projects and ensure smooth implementation.

Provide training sessions internally and externally on product usage and best practices.

Troubleshoot customer hardware issues and support the technical team with complex cases.

Collaborate with the support team on escalated tickets and issues.

Create and maintain technical documentation in the Help Center, including drafting new content and updating existing articles.

Contribute to improving customer tutorials, visuals, and documentation using basic photo/video editing tools.

Requirements:

Proven experience in a customer-facing product or support role.
Strong knowledge of product features and technical specifications.
Excellent written and verbal communication skills.
Ability to explain complex technical concepts in a clear, user-friendly way.
Detail-oriented with strong organizational and project management skills.
Comfortable working across multiple systems and tools.
Highly desired: Basic skills in photo/video editing for creating screenshots, product visuals, and training materials.

C - DG - 952025

Wakapi Web

Product Specialist

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