Talent Engine
automotive
Product(Helpdesk)Specialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Product (Helpdesk) Specialist at Talent Engine. Skills: Customer Support, Product Knowledge, Insight Generation, Product Contribution, Technical Support. Act as first-line support for product-related customer and user queries across multiple channels (telephone, email, CRM). Deliver professional, empathetic, and solution-driven customer interactions while maintaining ownership of issues through to resolution”
What You'll Achieve.
improve the product; contribute to product improvements; enhance the overall customer journey; support product development and decision-making; support efficient resolution
Industry & Context.
troubleshooting; problem-solving; root-cause identification; diagnose and analyse user-reported problems with a structured, analytical approach
What They're Looking For.
Must Have
Gr. 12/Matric/School Leaving Certificate is essential, Relevant tertiary qualification in Information Systems, IT, Computer Science, Business Administration, or related field, Proven experience in customer support, product support, helpdesk, or technical support roles is essential, Basic understanding of systems, software, or digital products, Experience working with CRM/ticketing systems, support tools, and managing support queues, troubleshooting, problem-solving, and root-cause identification skills, with the ability to provide structured feedback, customer-centric mindset with high empathy, Ability to document support insights clearly to contribute to product improvement and prioritisation, Team-oriented mindset with stakeholder engagement, organisational and time management skills with the ability to manage multiple priorities within SLA requirements, High attention to detail and documentation practices, Adaptable and eager to continuously build product and technical knowledge, with an interest in emerging technologies including AI and automation
Nice to Have
Experience supporting SaaS or tech-enabled products advantageous
What You'll Do.
Act as first-line support for product-related customer and user queries across multiple channels (telephone
and solution-driven customer interactions while maintaining ownership of issues through to resolution
Build deep understanding of customer use cases
and real-world product usage through ongoing engagement
Proactively identify customer friction points and usability challenges during support interactions
Develop and maintain a understanding of product features
Continuously build product knowledge through hands-on troubleshooting
and customer interaction
Participate in product demos
and internal knowledge-sharing sessions
Stay informed on product updates
and changes to effectively support users and contribute insight
and synthesise customer issues into structured insights
including recurring themes
Translate customer pain points into clear
actionable product insights that can inform product decisions
Contribute to structured feedback loops with Product Managers
Maintain clear and well-documented records of issues to support insight generation and product improvement
Contribute to product discovery by providing real customer context
and observed behaviour patterns
Support validation of product changes
and fixes through user feedback and testing
Provide input into usability
and feature enhancements based on frontline experience
Assist in bridging the gap between customer needs and product development priorities
Troubleshoot and resolve system-related issues
including basic bug investigation and replication
Diagnose and analyse user-reported problems with a structured
Escalate complex issues with clear documentation
and initial findings to support efficient resolution
Support system configurations
and data validation activities
Identify recurring issues and contribute to root cause analysis and long-term solutions
Contribute to the development and maintenance of knowledge bases
and support documentation
Support improvements in support processes
and operational efficiencies
Actively contribute to building a proactive
insight-driven Helpdesk capability
Manage onboarding processes
customer account setup
Maintain accurate and up-to-date records in CRM and ticketing systems
Prioritise and manage support requests in line with defined SLAs
Ensure high levels of data accuracy
and process adherence
How You'll Work.
Team & Collaboration
Act as a bridge between customers and product teams; Contribute to structured feedback loops with Product Managers, Product Owners, and Product teams; Team-oriented mindset with stakeholder engagement
Communication Scope
professional; empathetic; solution-driven customer interactions; clear, actionable product insights; clear documentation
Full Job Description
The Product (Helpdesk) Specialist is the frontline of customer interaction, combining support, troubleshooting and insight generation to improve the product. Acting as a bridge between customers and product teams, the role translates real user experiences, challenges and pain points into clear, actionable insights. Beyond delivering responsive first-line support, the specialist builds deep product knowledge through hands-on problem-solving and identifies patterns, usability issues and unmet needs. This enables them to contribute to product improvements and enhance the overall customer journey. The role helps shift the Helpdesk from reactive support to a proactive, insight-driven function that supports product development and decision-making. We’re looking for curious, analytical individuals who are eager to learn, embrace new technologies, and continuously seek ways to improve products and customer experiences. ### **Key Skills:** **Customer Support & Product Experience ** * Act as first-line support for product-related customer and user queries across multiple channels (telephone, email, CRM). * Deliver professional, empathetic, and solution-driven customer interactions while maintaining strong ownership of issues through to resolution. * Build deep understanding of customer use cases, workflows, and real-world product usage through ongoing engagement. Proactively identify customer friction points and usability challenges during support interactions. **Product Knowledge & Continuous Learning ** * Develop and maintain a strong understanding of product features, functionality, and system workflows. * Continuously build product knowledge through hands-on troubleshooting, product usage, and customer interaction. * Participate in product demos, feature releases, and internal knowledge-sharing sessions. * Stay informed on product updates, enhancements, and changes to effectively support users and contribute insight. **Insight Generation & Feedback to Product ** * Capture
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