Senior Associate, Product Operations, SPX Express (prefer QA/QC Manual background)

Support Responsibilities:

• Respond to system inquiries and troubleshoot reported issues, and provide ongoing technical and user support in a timely manner

• Perform UAT for new features and follow bug fixes (if any)

• Train users on supported systems and provide process/system support, develop and maintain functional user documentation

• Become a subject matter expert on system applications

• Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress

• Track system issues and enhancement requests for review and resolution by technical teams.

• Follow the issues with the regional development team to ensure hot fixes and faster-scheduled fixes.

Project Responsibilities:

• Communicate with customers to understand their pain points and suggest practical solutions.

• Analyze business requirements/processes for project input.

• Assist with the rollout of the new system including the execution of testing, and training tasks

• Aid in creating and maintaining standard operating procedures, workflow diagrams, and training materials.

• Communicate effectively across teams to meet project timelines and deliverables

Must have:

• Good communication skills (verbal and written)

• Multi-task management skills with good prioritization techniques

• Fast learning skills with the ability to memorize and understand logic

• Empathy with user pain points

• Ability to de-escalate problems.

Nice to have:

• Experience with product support position in technical department/company

• Experience with logistic operation

• Experience with data analysis

• Experience in API testing