Product Support Specialist - Johannesburg, South Africa - FirstRand

FirstRand
FirstRand
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
About us, purpose, experience and qualifications


about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing


purpose:


  • Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users. Involvement with customer facing areas to understand what customers are struggling with so as to feedback to the business for possible product/system enhancements. The ultimate purpose is to improve customer experience and ensure customer retention.

experience and qualifications:


  • Grade 12 or relevant tertiary qualification.
years within a client service/support environment.
years experience compiling training material, conducting training and assessments.

  • Experience working in a project driven/based environment.
  • Understand how to analyse business requirements for possible customer impact.
  • Understand how to analyse business requirements for impact on systems used to support customers, e.g. branch or call centre systems.

additional requirements:


responsibilities:


  • Liaison with other internal stakeholders to collect and share information on customer's experiences with the product.
  • SME for the admin team and contact in terms of query resolution.
  • Provide input into business requirements from a customer impact point of view to ensure a smooth customer experience when customers interact with the product /service.
  • Liaison with other internal stakeholders to collect and share information on customer's experiences with the product.
  • SME for the admin team and contact in terms of query resolution.
  • Provide input into business requirements from a customer impact point of view to ensure a smooth customer experience when customers interact with the product /service.
  • Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users.
  • Involvement with customer facing areas to understand what customers are struggling with so as to feedback to the business for possible product/system enhancements.
  • Conduct training to internal customer facing areas, e.g. contact centre, branch, etc and to other business units, e.g. Premier banking, Wealth, VBS.
  • Analyse business requirements specifications for impact on customers and customer facing areas
  • Compile and evaluate assessments based on training conducted.
  • Documentation of training material, product guides, frequently asked questions, how do I documents, for new products or product enhancements.
  • Maintenance of expert knowledge on product or service being offered by the business unit.
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