Support Specialist

We are seeking a highly motivated, experienced, and enthusiastic Education Business Support Specialist to work as a Product Support and collaborate with a cross functional team on the ERP/SIS Software Solution. The Product Support works closely with the product team to support, develop and translate a vision for the product and is responsible for communicating that vision to the development team. The Product Support works with executive management, customers, development teams to ensure that business, quality, and functional goals are met with each product release. You’ll be responsible for helping to fit the roadmap and overseeing the execution of the roadmap. This includes checking the requirements, writing user stories, logging cases, and specifications, prioritizing initiatives, and driving scalability and other investments for the product.

An understanding of user centered design, empathy for end users of the product and the ability to effectively gather customer pain points and identify solutions is critical. Deep product knowledge must be developed in order to serve as the product expert for all stakeholders.

Roles & Responsibilities:

• Collaborate with top management and customers to translate business requirements into user stories for the development teams to implement
• Develop and maintain an appropriately prioritized backlog of user stories for implementation
• Work with stakeholders to determine scope and priorities for product development cycles
• Work with development teams to ensure that they understand the vision for the product and are designing great features for our customers
• Develop appropriately detailed specifications for product features so that they are clearly understood by the development teams
• Interview customers and work with UI/UX designers to utilize user testing to gather and validate requirements
• Evaluate and validate with development teams the effort estimates for user stories and features
• Inspire and motivate the development teams to deliver innovative and exciting solutions with an appropriate sense of urgency
• Act as an ambassador for the product internally and externally, and as the primary technical contact for queries related to the product
• Bridge the gap between technical needs and the requirements of users including providing detailed product requirements for implementation of changes to our systems
• Work with key stakeholders to ensure successful product releases
• Work hand-in-hand with other Support and QA team members to collect and classify defects, prioritize appropriately and ensure expected functionality is fully understood

Job Requirements:

• Bachelor’s degree or higher – or the equivalent, preferably in relevant technical fields such as Computer Science, Analytics, etc
• Experience with ERP system technology, and deep business understanding of ERP domains (Accounting, Fixed Assets, Payroll, Human Resources, Inventory Management, Sale, Purchasing... etc
• Expertise in communicating progress at each phase of development as appropriate, including published roadmaps, requirements, and other information
• High degree of both technical expertise and business acumen
• Strong results-orientation combined with excellent judgment and problem-solving skills, track record of product success
• Demonstration of outstanding communication skills internally and externally, across teams and functions
• Demonstration of attention to detail, strong organization and planning skills
• Preference: 2+ years of experience as a product owner in an Agile software development environment
• Candidates willing to go through acceptance testing (psychometric and technical) and face-to-face interviews.

What we offer:

• Competitive salary
• 100% remote work, flexible schedule
• International company, English is the primary communication language
• Health insurance including kids under 14
• Subsidy of home office expenses or lunch (once the office work is reinstated)