Product Owner

Job Title: Product Owner
Location: Fully Remote

Rate: EUR 320 per day

About Us:
We are an international team dedicated to optimizing a customer support tool by developing a cutting-edge ServiceNow project. Our goal is twofold:

1. To provide Self-Service support for customers, allowing them to resolve equipment issues independently without needing to contact Customer Service frequently.
2. To offer Remote Guidance from Technical Support to customers, enabling immediate help without the need for scheduling an on-site technician visit.

We are looking for a driven and experienced Product Owner to help manage and support this dual-focused project, which includes working with our ZingTree CX automation platform and HelpLightning Remote Guidance tool.

Key Responsibilities:

1. CX Automation Platform (ZingTree):

• Platform Maintenance: Support the day-to-day operations of ZingTree, ensuring smooth platform functionality and solving technical issues.
• Feature Enhancement: Collaborate with stakeholders to add new features and improvements to the ZingTree CX automation platform.
• Data Integration: Work closely with the Analytics team to enhance data gathering between ZingTree and Google Analytics 4 (GA4).
• Testing Support: Collaborate with the Testers team to support test creation and improve the user experience (UX) of the ZingTree platform.
• Website Monitoring: Regularly check websites to ensure domain functionality and correct display of the ZingTree tool across different geographical locations.
• Process Improvement: Identify opportunities to streamline processes and optimize platform efficiency.

2. Remote Guidance Tool (HelpLightning):

• Account Management: Support the creation and management of user accounts within HelpLightning.
• Tool Enhancement: Participate in ongoing improvements to the HelpLightning tool, working closely with the Technical Support and IT teams.
• Vendor Liaison: Act as the point of contact with HelpLightning providers, ensuring smooth communication and issue resolution.
• Internal Promotion: Promote the Remote Guidance tool across different teams within the company to drive adoption and integration into workflows.

Requirements

Requirements:

• Previous Experience with CX Automation Platforms: Experience in managing CX automation platforms, preferably ZingTree.
• Jira Experience: Knowledge or certification in Jira is a strong plus.
• HelpLightning Experience: Familiarity with remote guidance tools, especially HelpLightning, is a plus.
• Agile Environment Experience: Experience in working within an Agile environment, particularly using Kanban methodology.
• Project Management Skills: Strong project management skills, capable of managing tasks and timelines efficiently.
• Website Localization Experience: Experience coordinating and testing the rollout of localized websites and digital features is required.
• Professional Experience: At least 5 years of experience in a similar role.
• Willingness to Learn: Strong desire to learn and master new tools and technologies quickly.
• Attention to Detail: Sharp focus on detail to ensure accuracy and quality in work.
• Problem-Solving Attitude: Ability to approach challenges with creativity and a solution-oriented mindset.
• Time Management: Highly organized and efficient with time, able to manage multiple tasks and prioritize effectively.
• Team Player: Ability to work well within a team and share responsibilities effectively.
• English Proficiency: Strong communication skills in English, both written and verbal, as this is an international team.

What We Offer:

• Fully remote position, flexible working hours.
• A collaborative and supportive work environment.
• Opportunities for learning and professional growth.
• Exposure to international teams and innovative projects.

If you're passionate about learning new tools, enjoy solving complex problems, and want to contribute to the evolution of customer support and remote guidance solutions, we'd love to hear from you! Apply today to join a dynamic team where your contributions will make a real impact.