Product Support

Maintain a deep understanding about the product functionality and flow process

Create and update the support documentation such as manual book and FAQ

Assist and give clear and accurate guidance to the operational team regarding their inquiries and cases

Troubleshoot and monitor cases happen in the operational and coordinate with the engineering and product team to solve it

Collect and analyse feedback from the operational side regarding request or suggestion for product improvement

Coordinate with third party (Vendors) to maintain operational stability

Responsible and proactive to act on any alerts and highlights related to the products

Set the product strategy, prioritize features, build consensus, and coordinate product schedules with a team of engineers to ship high-quality products or features to the internal FinAccel teams.

Drive data-informed decisions by integrating user research, data analysis, and stakeholder feedback into product requirements, ensuring products satisfy user needs.

Professional-level fluency in English (both written and verbal)

Strong command of the fundamental concepts, practices, and procedures of product management

Self-starter with strong project management skills to follow through on execution

Strong analytical and troubleshooting skills to identify and resolve complex technical issues.

Clear and professional verbal/written communication for both technical and non-technical audiences.

Ability to write and run queries (SQL / Big Query) to investigate data and backend behaviour.

Solid understanding of API and Webhooks

High level of empathy and patience when handling customer inquiries.

Sharp attention to detail for tracking cases and maintaining clear support logs.

Proven ability to work independently or collaborate effectively within a team.