Neo Mena Technologies

Customer Support

• Monitor all live-support channels (support mail, phone, Slack, Teams) and respond within SLAs.
• Log each bug, incident, or enhancement request in Jira with reproducible steps, context, and impact.
• Verify ticket completeness (DoD, acceptance criteria, attachments) before assigning to the squad.
• Track squad capacity/velocity to flag bottlenecks early.
• Prioritize tickets by severity, user impact, and business risk; escalate showstoppers immediately.
• Maintain a real-time support board and dashboard of live issues, work-in-progress, and resolution ETA.
• Own the release-validation checklist: coordinate QA, UAT, and post-deploy smoke tests with end users.
• Analyze incident patterns and propose preventive or product-level fixes.
• Communicate transparently with developers, PMs, QA, designers, and leadership—tailoring depth to the audience.
• Facilitate quick huddles to unblock ambiguous tickets; push back on unclear scope.
• Publish concise status updates and summaries for C-level and non-technical stakeholders.
• Champion continuous improvement of ticket templates, workflows, and hand-offs.
• Keep reporters updated on progress and next steps; close the feedback loop after deploying.
• Gather qualitative feedback and satisfaction signals when fixes hit live.
• Document in Jira FAQs and known issue lists to reduce repeat queries.
• Monitor system alerts and logs to identify and proactively address product or performance issues.
• Collaborate with customer and operations teams to ensure smooth client experience and accurate issue handling.
• Act as a product expert, maintaining deep understanding of features, workflows, and release changes.
• Analyze recurring issues and collaborate with the product team to suggest enhancements or preventive measures.
• Prepare reports and metrics on support performance, issue trends, and product health.

Explore Product Support Specialist – Live Client Support, Ticketing at Neo Mena Technologies. Review requirements and application details.