Product Support Specialist

Description

About Blockskye:

Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers with blockchain technology thereby achieving greater transparency, trust, and efficiency in transaction, inventory, and booking management. Our solution is governed by industry stakeholders with a focus on supplier and corporate buyer participation. This inclusive approach has enabled us to deploy blockchain fairly quickly within the industry. We believe in inter-enterprise, real-time accounting integrations as a foundation for distributed ledger technology, private, and public blockchains.

Job Summary

The Product Support Specialist is a key team member and will be responsible for addressing customer queries, troubleshooting technical issues, and training users on product features. You will play a pivotal role in customer retention, gathering feedback to help our product development team refine features and develop new solutions that meet market demands.

Key Responsibilities

• Providing assistance and support to customers or end-users. This includes answering questions, troubleshooting issues, providing guidance on product usage, and resolving any product-related problems.
• Maintain a deep knowledge of the product, its features, and potential issues that could arise. Understanding both the user perspective and the technical aspects of the product.
• Create, maintain, or improve user guides, FAQs, and other documentation.
• Train other staff or even customers on how to use the product effectively. This can be done through workshops, one-on-one training sessions, or the creation of training materials.
• Play a role in product testing and quality assurance. They may help identify bugs or defects, contribute to product improvements, and ensure that the product meets the needs and expectations of the customer.
• Help be the liaison between customers and the product development team. They may need to gather customer feedback and communicate it to the development team, and likewise, explain updates or changes in the product to the customers.
• Manage the incident resolution process by diagnosing the problem, identifying the right solution, and implementing or coordinating the resolution.
• Work closely with various other teams, such as sales, marketing, and engineering, to ensure a consistent and satisfactory customer experience.
  
  

Requirements

• 3+ years of experience in a Product Support or related role in an agile environment.
• Bachelor's degree in Computer Science, Information Technology, or relevant experience.
• Deep knowledge of Atlassian productions: (Jira and Confluence)
• Proven experience in system integration and technical triage
• Strong knowledge of integration technologies and programming languages such as XML, SQL, etc.
• Understanding of Service-Oriented Architecture (SOA), APIs, and Web Services.
• Familiarity with data modeling techniques and content migration tools.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills to effectively collaborate with multidisciplinary teams.
• Ability to manage multiple projects simultaneously and meet deadlines.

Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers with blockchain technology thereby achieving greater transparency, trust, and efficiency in transaction, inventory, and booking management. Our solution is governed by industry stakeholders with a focus on supplier and corporate buyer participation. This inclusive approach has enabled us to deploy blockchain fairly quickly within the industry. We believe in inter-enterprise, real-time accounting integrations as a foundation for distributed ledger technology, private, and public blockchains.