What are the responsibilities and job description for the Technical Product Specialist position at Kentucky League of Cities?
Position Summary : The Technical Product Specialist plays a pivotal role in driving product adoption and satisfaction, serving as both a knowledgeable product champion and a go-to resource for technical support. By understanding customer workflows and business processes, this individual demonstrates how our website platform, smart online forms, and fleet management software can fit seamlessly into existing operations. In addition, the Technical Product Specialist is responsible for conducting engaging demos, creating training materials and videos, and troubleshooting online payment issues. Success in this role requires strong technical acumen, outstanding communication skills, and a passion for delivering exceptional member experiences. The position requires strong technical knowledge, excellent communication skills, and a customer-oriented approach.
Work is performed under the general supervision of the Software Project Manager. This is sedentary to light work that requires limited physical effort. Position requires significant travel and occasional overnight stays.
- Builds online smart forms. Designs and implements customized, interactive online forms to meet member needs and ensures they are user-friendly and efficient.
- Provides exceptional support to members, addressing inquiries and resolving product-related issues in a timely manner.
- Conducts technical product demos to showcase product features and capabilities to prospective and existing members.
- Leads training sessions for new members to ensure successful onboarding and understanding of product functionalities.
- Acts as the primary point of contact for member feedback, conveying insights and improvement suggestions to the product and development teams.
- Develops and maintains product documentation, including user guides and FAQs, to assist members in using products effectively.
- Works with the internal teams (development, support, and product) to ensure product solutions meet members requirements.
Knowledge, Skills, and Abilities :
Education and Experience : Any combination of education and experience equivalent to graduation from an accredited college or university in a customer-facing or technical support role, preferably in a tech or SaaS environment. Experience with form-building software and customer management tools.
Special Requirements : Possession of an appropriate driver’s license valid in the Commonwealth of Kentucky.