[Remote] Product Administration and Support Manager
Note: The job is a remote job and is open to candidates in USA. HLP Integration is a leading provider of data and document management solutions, specializing in tailored technologies that leverage machine learning and artificial intelligence. They are seeking a highly organized and detail-oriented Product Support Analyst to assist with user support requests, manage support tickets, and collaborate with various teams to ensure customer satisfaction and product success.
Responsibilities
- Respond to and resolve user support requests via phone and email
- Track, manage, and maintain support tickets, ensuring timely follow-ups and resolution
- Work with cross-functional teams (IT, production, and operations) to meet customer satisfaction goals
- Collaborate with specialists to assist with back-end system maintenance and updates
- Perform front-end configuration changes to meet customer and product requirements
- Generate and distribute reports to provide insights into product performance and support trends
- Gather and prioritize customer and product requirements for current and future products, improvements, and enhancements
- Collaborate with product and sales teams to ensure products and demos align with customer needs and expectations
- Assist in preparing and delivering product demos to showcase features, functionality, and value to prospective clients and current users
- Participate in product demo process and provide input to ensure a polished and professional delivery
- Support the establishment and implementation of product management best practices across the organization
Skills
- Interest in and passion for technology, with a desire to grow in product management
- Strong organizational and problem-solving skills, with great attention to detail
- Excellent communication skills, both written and verbal, with a customer-centric approach
- Ability to work collaboratively with cross-functional teams and independently when needed
- Familiarity or background with eDiscovery products (iCONECT, Relativity, etc.), CRMs (Salesforce, ServiceNow, etc.), ticketing systems, and front-end/back-end systems
- Experience working on State or Federal Contracts
Benefits
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Company Overview