Product Support Specialist

• Coordinating with business units to support new product developments and existing product enhancements.
• Working with the development team in performance analysis of new products and enhancements.
• Assisting in developing pricing strategies and guidelines for new products.
• Analysing industry trends and market demands to recommend product enhancements.
• Working with Commercial Managers to provide product support
• Maintaining documentation for all support activities including product development, enhancement, engineering, and marketing activities.
• Providing product training to staff.
• Analysing customer suggestions and recommend product revisions.
• Developing knowledge bases, SOP’s and FAQs for product support activities.
• Documenting support activities, customer issues, and resolutions for reference purposes.
• Developing training materials and user guides.
• Review product take-up post-launch to determine the success rate.

• At least 5 years relevant experience in the Telecoms sector.
• Proficiency in Telecoms products, contracts, and knowledge of the relevant industry legislation and relevant industry agreements.
• Sound numerical skills and computer literacy is essential especially in the use of MS Excel and MS Word.
• Skills or experience in data management and extraction skills would be an advantage.
• Achievement orientation
• Client-centric and focus on growing customer service.
• Excellent analytical and communication skills.
• Results and solution-focused.
• High degree of self-motivation and can work independently.
• Self-confidence
• Flexibility to cope with pressure and setbacks.
• Delivering results and meeting expectations.

• Grade 12

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