Product Lifecycle Support Specialist
21 hours ago
Description: The mission of Product Lifecycle Support is to offer relevant post-purchase product support to customers, and empower them to make the most of the products purchased. By solving post-purchase product issues, we prevent avoidable returns and help the planet by extending the life of products, thereby generating positive financial and environmental impacts.
">The Ideal Candidate: We are seeking a dynamic and detail-oriented individual to join our team. You will be responsible for contributing to core metrics, ensuring high-quality work, and driving process improvements. To excel in this role, you must execute complex SOPs independently, meet SLAs, and support deep-dives, UTAs, quality audits, seller escalations, and SIMs.
">Key Responsibilities:
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- Follow established Standard Operating Procedures to conduct manual audits, resolve outliers and exceptions, utilizing internal tools and systems.">
- Investigate content issues and recommend actions based on SOPs to ensure compliance and quality standards.">
- Identify trends and patterns from audits to contribute to continuous process and program improvements.">
- Provide timely and accurate responses to stakeholders in line with SOPs and Service Level Agreements.">
- Escalate issues and challenges systematically to the appropriate teams or owners as per defined escalation processes.">
- Maintain detailed records of daily activities, ensuring accurate updates in trackers or workflow tools.">
- Meet and exceed key business metrics, including SLA adherence, productivity, quality, and utilization targets.">
- Collaborate effectively within the team and contribute to the growth and success of the program.">
- Adapt and work flexibly across multiple programs as required by evolving business needs.">
Basic Qualifications:
- ">
- Bachelor's degree or equivalent work experience.">
- Experience in catalog management or content-related roles.">
- Proficiency in Excel, Word, PowerPoint, and SQL.">
- Strong attention to detail with a focus on data accuracy.">
- Excellent written and verbal communication skills for escalations and stakeholder collaboration.">
- Experience in content addition and ensuring content accuracy.">
- Strong problem-solving skills with a proactive approach to escalations.">
- Adaptable and quick to learn new systems and processes.">
Preferred Qualifications:
- ">
- Background in e-commerce or product lifecycle management.">
- Excellent writing, editing, and proofreading skills.">
- Passion for exceptional customer service and user experience.">
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