Associate II - Product Support

Associate II - Product Support

UST Global Singapore Pte Limited
Not Specified
Not Specified

Job Description


Job Description :
Role Proficiency:
Provide helpdesk support for all customer roll outs under supervision from Leads and Managers.
Outcomes:
  1. Configure and test the product with directions from the lead for product development implementation and release. Ensure on time delivery and support to meet client requirements in accordance with product and project specifications
  2. Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.
  3. Provide product support to users enhancing their overall product and service experience
  4. Understand and analyse the business and technical requirements and the impact to the
  5. product application or system
  6. Development configuration customization migration conversion maintenance and the testing small to medium non-complex components of project/product module
  7. Work closely with product teams to ensure ticket closure
  8. Impress the customer through every interaction

Measures of Outcomes:
  1. Reduce the number of calls / reports to Operational Team
  2. Zero major incidents (like blocker bugs or data-loss) reported by the Client
  3. Adherence to schedules
  4. Number of components reused
  5. Customer process compliance
  6. Assessment on product-based training / skill sets / project-based feedback
  7. Compliance to support playbook standards and guidelines
  8. Compliance to the industry domain standards and guidelines
  9. Number of training sessions on products in a quarter

Outputs Expected:
Implementation & Support:
  1. Follow product standards quality assurance norms and guidelines
  2. Conduct peer reviews during implementation and support Log peer review defects in the appropriate tool
  3. Provide support to the Senior Product Specialist in defect analysis and resolution
  4. Participate in deployment activities reviewing all deliverables as per the delivery checklist preparing/reviewing deployment document and mock testing all deliverables
  5. Develop reusable components
  6. Assist in the creation of product based KT document for the customer

Testing:
  1. Create test cases. Share the test documents with the customer for review

Product Consulting & Delivery: Project Management:
  1. Provide input for estimation impact analysis within area of responsibility. Report time effort and status accurately
  2. Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.

Knowledge Management:
  1. Contribute towards updating knowledge assets.

Skill Examples:
  1. Ability to troubleshoot issues with Products Engineering and services
  2. Capable of identifying and resolving obstacles a creative problem solver.
  3. Strong communication and documentation skills.
  4. Reliable with good time management skills
  5. Excellent problem-solving skills
  6. Uses Domain / Industry knowledge to independently understand while interacting with SME at various stages of the development
  7. Uses UST and other chosen COTS Product Features / Functionality knowledge to understand the technical/functional dependencies of the product workflow/custom component (native and outside product). Independently analyse the customizations needed and performed to the base product. Apply best practices in her/her own area of responsibility

Knowledge Examples:
Additional Comments:
None

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