Product Support Specialist

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POST DATE 9/14/2016
END DATE 10/14/2016

Sceptre Hospitality Resources Houston, TX

Houston, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Position Summary The Product Support specialist will serve as liaison between the CXM team and product and/or development team for the Windsurfer CRS. They will be responsible for researching client requests, regular communication and status updates with CXMs as well as facilitators of change management as needed. Essential Responsibilities: Evaluate open bug or enhancement tickets for the development team Perform testing and validation of open tickets. Attempts to find a workaround suitable for client use while the bug is getting corrected Scopes enhancements request to include business needs, and functionality documentation Reviews all open tickets to prioritize based on customer impact, revenue opportunity and overall business need Tracks and returns results of UAT and Production testing of all development work Works directly with 3rd party vendors to ensure devolvement of new products works as expected Assists with new product documentation for training proposes and ,maintains release notifications outlining new developmen Identifies and communicates critical issues quickly and escalate to appropriate points of contact Maintains abreast with system enhancements and changing processes and procedures Work independently, proactively and with confidence to ensure timely resolution to requests Ability to discern and select most appropriate avenue for resolution Adaptability on approach in order to achieve progress in dynamic situations Drive and manage resolution of issues, escalating where necessary