We are currently seeking a Tier 3 Product Associate. This position serves as a technical liaison and trusted partner between our digital systems and various departments across the company. Tier 3 Associate work directly with product owners, engineers, and other partners to ensure quality and operational excellence amongst our growing suite of software applications.

In addition to isolating, de-escalating, prioritizing, and resolving day-to-day issues, Tier 3 Associate oversee our incident management process when urgent, high-impact issues occur. They are embedded within product teams to provide a comprehensive perspective on product decisions, including advocating for low-priority issues and resolution of technical debt.

The Tier 3 Associate also partners directly with our Leadership and Project Management team to drive improvement on processes and policies that impact customer experience (e.g. QA, FAQ documentation, training, internal communications, workstream/workflow optimization).

Responsibilities

• Point of contact and owner of high and low priority escalations impacting Company's digital systems and commitment to delivering it's services to our members.
• Advocate for both the users/members using our systems, and for the systems to be improved.
• Create and document processes that streamline our systems, flows, and procedures.
• Become a subject matter expert and advisor in specific Company's digital systems, and responsible for creating workarounds and out of the box solutions that provide streamlined experiences for users when necessary.
• Work directly with product teams to create strategies that increase adoption and improve product performance: This includes building partnerships, identifying root causes, developing communications and training material.
• Create partnerships with stakeholders, product owners, and product teams to ensure cooperation and engagement towards fulfilling mutual goals.
• Participate in standup and planning sessions to effectively engage with engineering teams to detect trends, resolve system vulnerabilities, and curate training content that improves our customer's daily lives.
• Is regionally focused, and a subject matter expert in local cultures, best practices, and standard operating procedures (SOP's).
• Amazing multitasker possessing strong learning agility skills and is seen as a trusted partner.
• Provides technical assistance for our Tier 2 Support Specialists and serves as an escalation point for complex and unknown issues.
• Responsible for socializing Tier 3 processes with Tier 2 Support Specialists to provide a frictionless escalation process.

Requirements

• 3+ years of technical support or similar experience operating in a fast-paced environment.
• You are a people person - can bring highly technical people together to solve complex and ambiguous problems.
• You are a problem solver - able to effectively leverage resources to identify and resolve problems efficiently while gathering and analyzing data.
• You are technically proficient - able to triage and isolate issues quickly with a knack for learning and understanding new technical applications and systems. You identify issues and clearly communicate the impact and urgency to engineering teams in relatable terms.
• You are process and document-driven - able to get things done through proven frameworks and processes. Project Management, ITIL Foundations, or Scrum Certification a plus.
• You are highly independent - are comfortable working autonomously and need little direction from your direct manager.
• Multilingualism is preferred. You have excellent writing skills. You must be able to communicate clearly and effectively, with a solid command of grammar, spelling, and syntax.
• You will be expected to have some flexibility in your schedule;
• Willingness to embed yourself with regional teams to capture field experience and feedback, travel may be required.