Product Specialist

    • Job ID: 512989-599611
    • Location: New York, NY
    • Job Type: Full-Time/Regular
    • Years of Experience: 2 - 5 Years
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Job Description:

W. W. Norton & Company is seeking a Product Specialist. As a member of Information Technology Team, you will be responsible for assisting in supporting our educational software products. The ideal candidate is detail oriented, eager to learn new technologies, and able to work independently. This position reports to the Director of Education Technology and is based out of our New York office.

Job Responsibilities Include:

  • Work with the Help Desk support team to provide assistance for Level 3 customer support.
  • Provide answers to digital product users (students and instructors) by identifying problems, researching answers and guiding users through corrective steps.
    • Work with the Project Manager in prioritizing bug resolution and preparing for sprint grooming.
    • Execute test cases to validate new features, patches, or bug fixes.
    • Work to establish comprehensive, detailed technical knowledge of the product line.
    • Compile, manage, and maintain up-to-date documentation (i.e. FAQ, quick start guides, help notes, product release notes, etc.) with input from other team members.
    • Work closely with other team members to help outline requirements based on support incidents and/or defects found in our software.
    • Design and assist with internal and external training on our educational software products.
    • Responsible for staying abreast of development plans as they arise and recommending additional support as needed.
    • Communicate through regular updates to Product Manager and/or Project Managers the status of assigned work, support incidents, or documentation updates.
    • Suggest improvements within the workflow, process, and documentation (when appropriate).
    • Liaison with other cross-functional internal teams and outside development teams.
    • Participate in staff meetings and training sessions.
    • Other duties as assigned by management.

Please note - this job description is not designed to cover all activities required of the employee.

Experience and Skills:

  • 2+ years of experience with technical and/or documentation writing (or related experience).
  • 2+ years of experience with customer support.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Ability to troubleshoot and resolve issues independently.
  • Expertise with helpdesk protocols preferred.
  • Understanding of software development practices.
  • Excellent verbal and written communication skills.
  • Organized with strong multi-tasking and time-management skills.
  • Ability to work independently, managing time and shifting priorities.
  • Ability to organize and work under strict timelines while producing quality deliverables.
  • Ability to quickly learn and adapt to new technologies and programs.
  • Must possess the ability to interact effectively with other staff and other divisions.
  • Ability to work collaboratively and cooperatively with team members of the IT department and other departments.
  • Ability to work efficiently under pressure.
  • Ability to resolve complex problems in a timely and efficient manner.
  • Ability to communicates proactively with management and/or customers.
  • Ability to represent the Company in an effective, professional manner.
  • Experience working with e-learning, educational tools, and/or learning management systems (preferable).
  • Knowledge of the publishing industry (preferable).
  • Bachelor's degree.
  • Ability to work standard business hours in Norton’s NYC office.
  • Employment eligibility to work in the United States is required.

Job Benefits

Health, Vision, Dental, Life, Flex Plans, 401(k), Profit Sharing, and more!