What are the responsibilities and job description for the Product Specialist position at Dew Softech Inc?
Product Specialist
Location: Trenton, NJ (Remote)
Position Type: Contract
Short Description:
Collaborates with business units to develop business plans, as well as designs, produces, launches, and advertises organizational products and services.
Complete Description:
- The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
- As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and Route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user access audits
- Perform user acceptance testing
Required / Desired Skills
- Strong Microsoft productivity software skills Highly desired 2 Years
- Experience performing user acceptance testing on web applications Highly desired 2 Years
- Extensive experience with Windows operating systems Required 2 Years
- Excellent analytical and logical skills Required 2 Years
- Experience using knowledge base and ticketing systems Highly desired 2 Years
- Experience providing end user system support Highly desired 2 Years
- Experience providing tier 1 IT and application troubleshooting Highly desired 2 Years
- Experience troubleshooting browser dependency issues Highly desired 2 Years
- Experience with providing direct customer service Highly desired 2 Years
- Experience with bug documentation and bug lifecycle Highly desired 2 Years
- Experience with MAC OS Highly desired 2 Years
- Experience with workstation troubleshooting Highly desired 2 Years
- Experience with Android OS for mobile device Nice to have 2 Years
- Working knowledge of application and desktop security concepts Highly desired 2 Years
- Experience with remote desktop control tools Nice to have 2 Years
- Experience writing SQL Queries Nice to have 2 Years