Product Specialist – Customer Support & Technical Assistance

About the role

Reporting to the Product Manager and working under the Assistant Product Manager, the Product Specialist provides technical assistance and support to customers using the company’s products or services. The role involves learning product features, troubleshooting issues, and ensuring customer satisfaction.

Key responsibilities

• Investigate system issues reported by customers, utilizing problem‑solving skills and product knowledge to provide effective solutions.
• Develop a comprehensive understanding of the company’s products, features, and functionalities to assist customers effectively.
• Contribute to the creation and maintenance of support documentation, including FAQs and troubleshooting guides.
• Handle escalated customer issues with urgency and professionalism, collaborating with cross‑functional teams to resolve complex problems.
• Collect customer feedback, insights, and suggestions to identify areas for product enhancement and communicate them to the product development team.
• Work closely with senior, product, and other departments to communicate customer needs, share insights, and drive product improvements.

Required profile

• Degree in Finance, Accounting, Statistics, Marketing or a related field.
• 3+ years of experience in the banking industry.
• Strong verbal and written communication skills.
• Self‑motivated with strong analytical skills and a deep understanding of market dynamics.
• Highly organized and detail‑oriented, able to manage multiple projects and meet deadlines.
• Familiar with MS Office technologies such as Excel, Word and PowerPoint.

Required skills

• Excel
• Word
• PowerPoint