Digital Product Support Lead

Responsibilities:

Provide level 2 support for digital products, troubleshooting issues reported by users.

Strong expertise in ITIL Processes

Work closely with developers and product managers to resolve technical problems.

Maintain a detailed record of incidents, resolutions, and workarounds in the ticketing system.

Showcasing the product to customers, explain use cases and functionality.

Diagnose, troubleshoot, and resolve technical issues related to digital products.

Document common issues and create knowledge base articles for users and internal teams.

Provide product training and support documentation to end-users.

Bachelor’s degree in computer science, Electrical Engineering, or a related field.

Proven experience in Digital Product Support Specialist, similar role, preferably in the mining or similar industry.

Excellent communication, collaboration, and leadership skills.