Product Specialist-1

ROLE OBJECTIVE

As a Product Specialist for our strategic leasing products in APAC, you will be the go-to expert for our business users. You'll provide exceptional customer service by resolving inquiries and issues in a timely manner, and collaborate with our product, engineering, and quality control teams to ensure our products meet users and client needs. You will report to the Product Support Manager for Leasing products APAC.

What This Role Involves

As a Product Specialist, your responsibilities will include:

• Frontline User Support: Serve as the primary contact for all product-related queries, bugs, and requests, managing issues from initial report to final resolution with timely updates.
• Quality Assurance & Testing: Perform UAT, regression, and post-production testing to ensure system stability, and collaborate closely with product and engineering teams to resolve defects.
• Product Expertise: Develop and maintain deep expertise of the entire leasing tech stack, including business workflows and system integrations.
• Knowledge Management: Create and maintain high-quality support documentation, including knowledge base articles, user guides, SharePoint sites, and training videos.
• Training & Adoption: Drive product adoption by developing and delivering training materials, hosting user sessions, and managing content on our digital adoption platform (DAP).
• User Feedback & Improvement: Collect, analyze, and act on user feedback to identify recurring issues, guide product enhancements, and improve support resources.
• Operational Duties: Manage key operational tasks, including user onboarding, access control, and providing data extracts or analysis as requested.
• Team Collaboration: Work effectively with fellow specialists and cross-functional teams to ensure business continuity and contribute to shared regional success.
• Project Contribution: Take ownership of special projects to support broader leasing strategy or operational initiatives.
• Scheduling & Availability: Participation in a rotational schedule for after-hours support, including post-release testing on select weekends and coverage on designated public holidays or team absences.
• Global Collaboration: Partner with colleagues in other regions to align on support strategies and ensure a consistent global user experience, while adapting these approaches to meet regional requirements and cultural nuances.
• Scheduling & Availability:
• Participate in a rotational schedule for after-hours support, including post-release testing on select weekends, coverage on designated public holidays, and early shift assignments.
• This includes:
• Weekend support: Minimum 3 times per year (approx. 8 hours per occurrence), with flexibility depending on release cadence.
• Public holiday work: Minimum of 3 times per year, with flexibility based on business needs.
• Early shifts (before 8:00 AM): Minimum of 5 times per year, with flexibility required to accommodate operational demand.
  

Appendix – Additional Working Arrangements

India-Based Resources:

• Eligible for shift allowance for work schedules starting before 8:00 AM.
• Weekend and public holiday work will be compensated separately.
• Resources assigned to early shifts may work from home on those days.
• On non-shift days, the hybrid working policy continues to apply.
  
  

Singapore & Australia-Based Resources:

• Eligible for time off in lieu for weekend and public holiday work, subject to manager approval.
• Early shift expectations are as per the JD and do not include shift allowance; flexibility is expected in alignment with business requirements.