Product Specialist, istanbul

The Product Specialist’s primary responsibility is to ensure the ongoing successful operation of Andromeda customers’ POS systems by providing software and system support to customers and external partners, participating in software testing projects, providing direct support to high profile customers, and all Andromeda staff with problems requiring advanced knowledge.

Reporting to the Director of Technology and Support Services, the Project Specialist focuses on providing store management services for corporate customers, improving service, increasing efficiency and lowering support costs by capturing and distributing technical information and knowledge within the Tech Operations team. The Product Specialist also performs certain tasks associated with pre and post-installation support, information gathering, configuration of the software and distribution for and to new franchise groups.

Organization Structure:

There are no positions reporting to the Product Specialist.

Position Responsibilities:

(Include, but are not limited to, the following. Other responsibilities may be assigned.)

Customer Facing:

• Respond to technical problems from end users via various mediums (eg. phone, web forum, social media site or email.)
• Provide short over-the-phone training sessions to customers.
• Provide technical support to assigned corporate customer accounts.
• Provide Store Management Support services to assigned accounts.
• Field advanced technical problems and escalations from corporate customers, help desk operators and other Andromeda global divisions.
• Provide training to Andromeda partners and corporate customers to help them maximize the value of their software.
• Collaborate with 3^rd party vendors as necessary to resolve technical problems.
• Collect payment from customers when a charge for technical support is required.
• Communicate with customers to gather and distribute information as part of pre and post-installation support to ensure a successful transition from installation to support.
• Assist the Help Desk operators by, at times, answering the support phone line and open, update, and close calls in the CRM system all within service level.
• Conduct proactive calls to customers for post-installation follow-ups and special projects.
• Assist customers with after-market sales inquiries.
• Provide customers with follow up emails to confirm call closure and to facilitate feedback on support and the Andromeda product via web survey.
• Join technically involved sales/reseller demos or account conference calls with Sales staff as requested.
• Effectively communicate policies and procedures to customers and resellers.
• Complete product and resource demos to resellers and partners as requested.
• Provide on-the-fly technical assistance to Sales staff or prospects for technical problems from end users and themselves.

General:

• Stay current with, understand and adhere to all company processes, best practices, your job expectations and processes specific to your job.

Position Requirements:

• At least one year of experience in a first level technical support position
• Technical diploma (preferred) in a related field from a recognized institution or equivalent experience.
• Thorough understanding of Andromeda technology and software.
• Strong analytical and problem solving skills.
• Advanced operating system, networking, and system support knowledge and experience.
• Exceptional organizational, communication, follow-up and customer service skills.
• Excellent team work skills and open to a flexible schedule.
• Attention to detail, and the ability to juggle multiple projects and react quickly to changing priorities.
• Strong multitasking and project management skills
• Excellent typing and professional writing skills.
• Ability to lead small groups to complete assigned projects.
• Experience with Point of Sale systems will be considered an asset for this role