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 - AD - 952025

Wakapi Web