About this role
Serve as an IT Product Specialist for the Exerp Platform by partnering with North America customers to onboard, troubleshoot, and ensure the product provides long-term value. The role combines client-facing support with business and technical analysis to capture requirements and report issues to engineering.
Key Responsibilities
- Analyze and resolve complex issues through troubleshooting
- Gather and document client requirements for new solutions
- Handle production related incidents and drive issue resolution
- Advise customers on best use of the Exerp platform configuration capabilities
- Reproduce, report, and communicate issues to Engineering teams
Technical Overview
The position requires strong technical aptitude to analyze complex software issues, reproduce and report defects, and manage production-related incidents. It also involves database and dataset familiarity to extract and convert data into useful business information.
Ideal Candidate
The ideal candidate is a mid-level IT Product Specialist / Business Analyst hybrid with 2+ years of experience supporting software applications in a client-facing role. They can troubleshoot complex issues, gather and document requirements, handle production-related incidents, and advise customers on the best use of an enterprise SaaS platform.
Must-Have Skills
At least 2 years of experience of working in IT Technical Supportas a Business Analystor similar client facing role supporting software applicationsExperience driving and handling production related incidentsStrong analytical skillsAbility to understand complex processesBachelor’s degreepreferably in a technical field
Nice-to-Have Skills
Knowledge or experience of the Health and Fitness industry
Tools & Platforms
ticketsmeetingsphone calls
Required Skills
Analyze and resolve complex issuestroubleshootinggather requirementsadvise on best use of the systemcustomer onboardingreproduce and report issuesdocument client business requirementsdata extractiondatabases and datasetsincident handlingticketscollaboration
Hard Skills
technical supportbusiness analysissoftware application supportrequirements gatheringtroubleshootinganalyzing and resolving complex issuesincident handlingproduction related incidentsconfiguration options and capabilitiesenterprise fitness chain management productscustomer onboardingissue reproduction and reportingdocumenting client business requirementsinterpreting client business requirementsdata extractiondata conversiondatabasesdatasetsdata reportingtechnical acumenticketsproblem solvingissue reporting to engineering teamsclient communicationsadvanced knowledge management (configuration options)travel up to 15% annually
Soft Skills
excellent communication skillsability to communicate through all levels of organizationsstrong analytical skillsmethodical problem solvingorganizational skillsmultitask and prioritize deadlinesclient-facing mindsetcollaborationcustomer experience focus
Keywords for Your Resume
IT Product SpecialistIT Product Specialist (Remote)ExerpExerp PlatformERP productSaaS ERPenterprise systemsIT technical supportBusiness Analystclient facing rolesoftware applicationstroubleshoot issuestroubleshootingrequirementsgather requirementsanalyze and resolve complex issuesproduction related incidentsincident handlingcustomer onboardingadvise on best use of the systemissue reproductionreport issues to Engineering teamsdocument client business requirementsdata extractiondatabasesdatasetsticketsclient experiencecollaborate with internal departmentstravel up to 15% annuallyrequirements gathering
Deal Breakers
Must have at least 2 years of experience in IT Technical Support or Business Analyst (client-facing software support), Must have experience driving and handling production related incidents
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