Product Support Specialist
4 days ago
Cannock
RESPONSIBILITIES PEOPLE Managing Self • Takes initiative to identify and address issues before they escalate, • Manages time and tasks efficiently without constant supervision, • Owns outcomes and follows through on commitments, • Adjusts quickly to changing priorities and environments, • Works independently to achieve goals, • Assess and focus on high-impact tasks, • Finds solutions and makes decisions using available resources, • Seeks feedback and opportunities for self-improvement, • Keeps stakeholders informed and asks for help when needed, • Leads and motivates cross-functional teams during development projects, • Facilitates collaboration and effective communication among team members and stakeholders, • Provides clear direction, sets expectations, and ensures accountability for deliverables, • Supports team members’ professional growth through coaching, feedback, and knowledge sharing, • Manages conflict constructively and fosters a positive, inclusive team environment, • Coordinates resources and schedules to meet project milestones and objectives, • Acts as a liaison between technical and non-technical teams to ensure alignment and understanding, • Utilises tact, diplomacy, and strong negotiation skills to foster positive working relationships and resolve conflicts, • Actively participates in daily stand-up meetings, project planning sessions, and other collaborative forums, • Adapts communication style to suit diverse audiences and situations, • Provides timely and constructive feedback to colleagues and stakeholders, • Practices active listening and ensures mutual understanding in all interactions, • Maintains professionalism and confidentiality in all communications CUSTOMERS External Customers / Suppliers • Collaborates with internal teams within the Haz business and DB&T to resolve issues, • Communicates clearly and effectively with internal teams, customers, and external partners, • Provides basic product advice and recommendations, • Refers complex or out-of-scope requests to Product Lead, • Provides product support and guidance to internal users, • Participates in cross-functional projects as required, • Hosts workshops with the business and documents minutes and assigns actions, • Responds to and resolves customer queries and supports tickets, • Escalates second-level help desk tickets as needed, • Provides product demonstrations and user training under guidance, • Maintains professional written and verbal communication, • Gathers and documents customer feedback for product improvements, • Liaises with customers via various communication channels SUSTAINABILITY • Develops understanding of product's role in the processing of Hazardous Waste, • Works towards becoming a subject matter expert in product deployment for environmental considerations SKILLS / BEHAVIOUR / EXPERIENCE Skills • Strong Troubleshooting skills, • Informed Decision Making, • Relationship Management, • Effective Communication, • Time Management, • Continuous improvement, • Project Management, • IT Proficiency, • Salesforce Administrator (Admin 201), • Integrity, • Adaptability, • Customer Focused, • Innovative, • Self motivated, • Respect, • Resilience, • Decision Making, • Knowledge of Waste Management or Utilities (desirable), • Proven experience in business processes, systems and data, • Proven experience in systems support QUALIFICATIONS Essential • 2-3 years of experience in an IT or Salesforce-related role, • Salesforce Admin 201 (ADX201), • Btech / A level (technical or sciences), • Understanding of incident, problem change and release management processes, • Experience working with ServiceNow, • Knowledge of the ITIL Service Management Framework, • Experience working with JIRA, • Additional Salesforce Certifications (Sales / Service Cloud) KEY RISKS (Refer to the specific risk assessments) LINK / DOCUMENTATION • Office Working Risk Assessment, • Display Screen Equipment (DSE) Procedure .pdf TRAINING & DEVELOPMENT Essential • Discuss with your Manager and People Development Business Partner your areas for development - Product Lead in 3-5 years