Product Specialist, Sr

About the Role

Key Responsibilities

• Provides support to customers and/or service partners related to the operation and administration of assigned products/services, including researching and resolving complex problems, performing maintenance functions, answering product-related questions, and creating/delivering training.
• Leads or contributes to projects involving assigned products and services, and recommends improvements to quality, timeliness, and efficiency.
• Reviews user materials such as manuals, training programs, and release notes, advising management on necessary process or communication changes and contributing to those updates.
• Opens/tracks problem tickets with vendors and interacts with their technical support teams on unresolved issues or when detailed guidance is needed.
• Oversees the creation of designated reports, ensuring timely and accurate delivery, and analyzes report output to identify variances requiring management attention.
• Participates in testing and implementing system and procedural changes, documenting changes and test results.
• Assists management in maintaining complete and accurate records to demonstrate compliance with audit and regulatory requirements.

Requirements

• Experience supporting large or complex products and/or services.
• Ability to research and resolve complex problems related to products/services.
• Experience in creating and analyzing reports to monitor business performance.
• Strong communication skills for supporting customers and service partners.
• Ability to lead or contribute to projects and recommend process improvements.
• Experience in tracking and resolving issues with vendors or technical support teams.
• Knowledge of compliance and regulatory documentation processes.

Nice to Have

• Experience with system testing and implementation of procedural changes.
• Familiarity with audit and regulatory documentation processes.

Qualifications

• Relevant experience supporting complex products/services.
• Proficiency in report creation and analysis.
• Strong problem-solving and communication skills.

Benefits & Perks

• Access to a list of benefits for which this position is eligible (details available via provided link).