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Product Generalist
Ref No.: 18-03909
Location: Menlo Park, California
Seeking a Product Generalist to join the People Engineering Support team. The People Engineering Support team provides Product Support for HR and Recruiting products.
 
Responsibilities:
  • You will be a product expert that can advise employees, managers and recruiters on the tool capabilities.
  • You will work directly with product teams to escalate and resolve high priority issues.
  • You will use your exception problem solving skills and customer service acumen to drive down bug counts and increase customer satisfaction.
  • Investigate, triage and resolve issues with HR and Recruiting products;
  • Monitor and analyze bug reports and internal feedback groups for trends;
  • Identify confusion from bugs, identify solutions and advise customers to accomplish desired outcome;
  • Partner with Product, Engineering and training teams to drive up product quality and understanding of product usage;
  • Communicate known issues within the team and to our customers;
  • Document and maintain knowledge base and run book for multiple enterprise applications.
  • Participate in developing and maintaining service level agreements and ongoing management of service level compliance and general controls.
  • Provide operational metrics to demonstrate overall health of supported service;
  • Be an integral member of the application support team responsible for multiple enterprise applications and projects.
  • Work with cross functional teams to prioritize and deliver enhancements and new solutions.
Skills :
  • Fluency in English;
  • 3+ years experience delivering SLA based service constraints and operational metrics
  • Excellent communication skills;
  • Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment;
  • Strategic thinker with strong analytical and creative problem-solving skills;