Product Support Specialist
The Opportunity Education Next Generation Learning (NGL) platform provides learners with personalized learning pathways to develop the skills and knowledge they will need in life. NGL consists of a methodology for learning, curriculum, and applications to support it. The Product Support Specialist is an entry-level position serving as a liaison between the product management team and end users.
Create end user documentation (articles and videos) in our Help Center, to introduce and explain our apps to end-users for self-service support.
Train our internal trainers (mentor manager, implementation manager, review manager) on new app features to help them plan for new feature training and roll out to end users.
Work with all NGL Platform teams to help coordinate new app feature release communication.
Provide first-level support for technical issues with our apps, including analyzing issue reports from end users and responding when needed.
Participate in product requirements discovery, and creation of requirements and specifications documents.
Provide second-tier QA support.
The OE Next Generation Learning team is distributed across various US and overseas locations. To work effectively, the Product Support Specialist should display the following characteristics:
Excellent communication skills, in written and spoken form, including the ability to explain complicated app features in simple, easy-to-understand ways.
Strong attention to detail.
High standard of quality and ability to evaluate work critically.
Commitment to timeliness and deadlines established by the organization.
Willingness to work productively with interdisciplinary teams.
Eagerness to share and develop new ideas.
Ability and commitment to give and receive thoughtful and respectful feedback and critiques.
Have strong beliefs, loosely held, about what is best for our products and our end users.
Ability to work on multiple projects at one time and prioritize appropriately.
Ability to solve problems independently and collaboratively.
Must be located in the USA, with a strong preference for Raleigh/Durham, NC.
Proficient documentation skills representing requirements in textual as well as visual forms, such as diagrams of data and application flow.
A passion for inspiring young people to lifelong learning, growth and success, in the US and the developing world.
Familiarity with Android OS, Amazon’s Fire OS, and Chrome and Firefox browsers.
Some familiarity with mobile and web software development processes.
The Product Support Specialist reports to the Director, Product Management.