Product Support Specialist

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RESPONSIBILITIES PEOPLE Managing Self Takes initiative to identify and address issues before they escalate Manages time and tasks efficiently without constant supervision Owns outcomes and follows through on commitments Adjusts quickly to changing priorities and environments Works independently to achieve goals Assess and focus on high-impact tasks Finds solutions and makes decisions using available resources Seeks feedback and opportunities for self-improvement Keeps stakeholders informed and asks for help when needed Focuses on delivering outcomes rather than just completing tasks Managing Others Leads and motivates cross-functional teams during development projects Facilitates collaboration and effective communication among team members and stakeholders Provides clear direction, sets expectations, and ensures accountability for deliverables Supports team members’ professional growth through coaching, feedback, and knowledge sharing Manages conflict constructively and fosters a positive, inclusive team environment Coordinates resources and schedules to meet project milestones and objectives Acts as a liaison between technical and non-technical teams to ensure alignment and understanding Encourages innovation, continuous improvement, and adoption of best practices within the team Interacting with Others Utilises tact, diplomacy, and strong negotiation skills to foster positive working relationships and resolve conflicts Actively participates in daily stand-up meetings, project planning sessions, and other collaborative forums Adapts communication style to suit diverse audiences and situations Provides timely and constructive feedback to colleagues and stakeholders Practices active listening and ensures mutual understanding in all interactions Maintains professionalism and confidentiality in all communications
CUSTOMERS External Customers / Suppliers Liaises with product vendor regarding bugs and feature requests under guidance Internal Customers Collaborates with internal teams within the Haz business and DB&T to resolve issues Communicates clearly and effectively with internal teams, customers, and external partners Provides basic product advice and recommendations Refers complex or out-of-scope requests to Product Lead Provides product support and guidance to internal users Participates in cross-functional projects as required Hosts workshops with the business and documents minutes and assigns actions Responds to and resolves customer queries and supports tickets Escalates second-level help desk tickets as needed Provides product demonstrations and user training under guidance Maintains professional written and verbal communication Gathers and documents customer feedback for product improvements Liaises with customers via various communication channels
SUSTAINABILITY Develops understanding of product's role in the processing of Hazardous Waste Works towards becoming a subject matter expert in product deployment for environmental considerations
SKILLS / BEHAVIOUR / EXPERIENCE Skills Strong Troubleshooting skills Informed Decision Making Relationship Management Effective Communication Time Management Continuous improvement Project Management IT Proficiency Salesforce Administrator (Admin 201) ITIL Behaviour Integrity Adaptability Customer Focused Innovative Self motivated Respect Resilience Decision Making Problem solving Experience Knowledge of Waste Management or Utilities (desirable) Proven experience in business processes, systems and data Proven experience in systems support
QUALIFICATIONS Essential 2-3 years of experience in an IT or Salesforce-related role Salesforce Admin 201 (ADX201) Btech / A level (technical or sciences) Understanding of incident, problem change and release management processes Stakeholder management skills Desirable Experience working with ServiceNow Knowledge of the ITIL Service Management Framework Experience working with JIRA Additional Salesforce Certifications (Sales / Service Cloud)
KEY RISKS (Refer to the specific risk assessments) LINK / DOCUMENTATION Office Working Risk Assessment Display Screen Equipment (DSE) Procedure .pdf
TRAINING & DEVELOPMENT Essential Mentoring and coaching on applications and systems Developmental Discuss with your Manager and People Development Business Partner your areas for development - Product Lead in 3-5 years
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Location:
Cannock, Staffordshire, Cannock Chase, Staffordshire; Staffordshire; West Midlands (Region); England, United Kingdom
Job Type:
FullTime

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