Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Product Support Specialist acting as a liaison between clients and internal teams at Neo Technologies. Managing product issues and enhancing client experience for fintech solutions.
Responsibilities
- Monitor all live-support channels (support mail, phone, Slack, Teams) and respond within SLAs.
- Log each bug, incident, or enhancement request in Jira with reproducible steps, context, and impact.
- Verify ticket completeness (DoD, acceptance criteria, attachments) before assigning to the squad.
- Track squad capacity/velocity to flag bottlenecks early.
- Prioritize tickets by severity, user impact, and business risk; escalate showstoppers immediately.
- Maintain a real-time support board and dashboard of live issues, work-in-progress, and resolution ETA.
- Own the release-validation checklist: coordinate QA, UAT, and post-deploy smoke tests with end users.
- Analyze incident patterns and propose preventive or product-level fixes.
- Communicate transparently with developers, PMs, QA, designers, and leadership—tailoring depth to the audience.
- Facilitate quick huddles to unblock ambiguous tickets; push back on unclear scope.
- Publish concise status updates and summaries for C-level and non-technical stakeholders.
- Champion continuous improvement of ticket templates, workflows, and hand-offs.
- Keep reporters updated on progress and next steps; close the feedback loop after deploying.
- Gather qualitative feedback and satisfaction signals when fixes hit live.
- Document in Jira FAQs and known issue lists to reduce repeat queries.
- Monitor system alerts and logs to identify and proactively address product or performance issues.
- Collaborate with customer and operations teams to ensure smooth client experience and accurate issue handling.
- Act as a product expert, maintaining deep understanding of features, workflows, and release changes.
- Analyze recurring issues and collaborate with the product team to suggest enhancements or preventive measures.
- Prepare reports and metrics on support performance, issue trends, and product health.
Requirements
- Bachelor’s degree in computer science, management IT, business administration, or related fields.
- Proficiency in English.
- 2-3 years of experience in product support, customer success, or technical account management within SaaS/Fintech.
- Clear, concise written and verbal communication in English; comfortable briefing C-suite.
- Calm under pressure, decisive in prioritization, relentlessly organized.
- Exposure to CI/CD pipelines and release processes.
- API knowledge, understanding how RESTful APIs work, ability to read logs or payloads, and basic troubleshooting of integration issues.
- Debugging, incident analysis and ability to identify the root cause of product issues using monitoring tools (Datadog, Sentry ..).
- Prioritization skills & ability to assess tickets effectively and escalate issues based on impact.
- Proficiency in ticketing & support tools (Zendesk, JIRA).
- Deep knowledge and understanding of the fintech product’s workflows, user journeys, and edge cases.
- Experience working with distributed, cross-cultural teams.
- Strong active-listening and verbal-communication skills.
- Strong problem-solving skills.
Benefits
- Growth & Learning
- Employee Coaching Programs focused on career growth and wellbeing
- Friendly work environment
- Hybrid work philosophy (in office & remote)
- Medical Insurance
- Bonus Scheme
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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