Product Support Officer at The Concept Group

Summary and Scope

The Product Support Officer plays a pivotal role in ensuring the seamless development, deployment, and support of products within the organization. Collaborating closely with cross-functional teams, this role is responsible for providing support in managing product requirement documents, supporting pre and post-deployment activities and monitoring adherence to product policies. Additionally, the Product Support Officer is instrumental in driving market research efforts, analyzing data, and presenting findings to aid decision-making processes.

Duties and Responsibilities:

1. Collaboration and Support:Work closely with relevant Product team members to provide support services for team projects, ensuring product requirements are accurately implemented. Support pre and post-product deployment activities to facilitate smooth transition and resolve any issues that may arise.Collaborate with Marketing, Customer Engagement, and Sales teams to provide second-level support aimed at continuously improving the marketing lifecycle.
2. Documentation Management:Manage product requirement documents (PRDs) to ensure they are up to standard and readily available to all stakeholders. Ensure product models are maintained to meet implementation goals and standards.Monitor and enforce adherence to guiding product policies and goals.
3. Customer Experience Enhancement:Monitor the customer experience for users of products, overseeing continuous improvements to enhance user satisfaction. Identify and address any issues or concerns raised by customers to improve overall product quality and usability
4. Product Portfolio Management:Manage and remove obsolete products from the portfolio to streamline offerings and maintain relevance in the market. Initiate and support market research efforts to gather insights into customer needs, preferences, and market trends
5. Analysis and Reporting:Complete all necessary work to support market research needs, including data collection, analysis, and interpretation. Prepare and present reports containing necessary analysis and project insights to key stakeholders.

Required Experience and Skills:

• Proven experience (1- 2 years at least) in product support role. Having the experience within the financial services sector is an added advantage.
• Good understanding of financial markets, investment products, and regulatory frameworks.
• Good analytical, strategic thinking, and problem-solving skills.
• Exceptional communication and interpersonal skills to collaborate effectively with diverse stakeholders.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Familiarity with agile development methodologies is an advantage.
• Experience with Product lifecycle Analysis and voice of customer (VOC)
• Good knowledge and use of existing software packages (Power BI and Microsoft Excel)