Rightsline

Customer Support

• Exhibit a strong understanding of all areas within our applications with a focus on supporting complex issues that require in-depth investigation
• Ability to learn independently new features that are released
• Manage and resolve incoming support tickets ranging from “how to” questions, defect or bug reports, improvement or new feature requests, report building or testing, or database queries
• Troubleshoot and assist customers with API issues and requests
• Serve as a point of escalation for ticket troubleshooting
• Proactively raise and report issues that are uncovered in day-to-day testing
• Participate in customer online training sessions or customer success webinars
• Work with internal teams to prioritize and resolve customer issues per internal SLAs
• Provide accurate, valid, and complete information by using the right methods and tools
• Keep records of customer interactions via the tools provided
• Follow communication procedures, guidelines, and policies

Support Specialist

Product Manager

• Own and prioritize the product backlog, ensuring clarity, transparency, and alignment with product and company strategy.
• Translate business goals, customer insights, and technical constraints into clear user stories, acceptance criteria, and functional requirements.
• Ensure requirements address functional and non-functional requirements, including performance, scalability, usability, and compliance considerations.
• Partner with engineering and design teams to plan sprints, refine stories, and deliver high-value increments.
• Act as the voice of the customer and the business, aligning with product managers, UX, engineering, sales, and customer success teams.
• Continuously gather feedback from customers and stakeholders to inform backlog prioritization and iteration.
• Engage directly with customers to understand product use cases, adoption barriers, and opportunities for improvement.
• Support the Product Manager in refining product strategy, roadmaps, and go-to-market initiatives.
• Define and monitor KPIs for product features to ensure delivered value is measurable and aligned with business objectives.

Support Specialist

Product Owner