Product Support Specialist

at  Fast Lane Consulting and Education Services Inc

PRODUCT SUPPORT SPECIALIST

Fast Lane is seeking a full-time Product Support Specialist to join our growing team. This role is 100% remote from anywhere in the United States.
The Product Support Specialist at Fast Lane is responsible for assisting in the execution and maintenance of the company’s training products. They will work closely with the Product Line Manager to ensure that all products are well-supported throughout their lifecycle. This role is essential for ensuring the smooth operation of our training portfolio by handling administrative tasks, supporting cross-functional teams, and providing product-related customer support. This position is ideal for someone with strong organizational and communication skills who is interested in contributing to product success in the education and training space.

QUALIFICATIONS & KEY SKILLS:

• Detail-Oriented: have a keen eye for accuracy and ensure tasks are completed to a high standard.
• Organized: can manage multiple projects and priorities efficiently.
• Collaborative: work well in team settings and thrive in a cross-functional environment.
• Problem-Solver: take initiative to identify issues and work toward effective solutions.
• Customer-Focused: understand the importance of customer satisfaction and strive to exceed expectations.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in business, marketing, education, or related fields (or equivalent experience).
• 1-2 years of experience in a support role, ideally within training product management, or a related field.
• Proficiency in Microsoft 365, Teams, and project management tools (e.g., Trello, JIRA).
• Strong organizational and time management skills with the ability to manage and prioritize multiple tasks simultaneously.
• Excellent communication and interpersonal skills with a customer service-oriented mindset.
• Detail-oriented with a focus on accuracy in data entry, reporting, and documentation.
• Basic knowledge of product lifecycle and market research techniques.
• Familiarity with learning management systems (LMS) or training-related software is a plus.

KEY RESPONSIBILITIES:

• Conduct thorough reviews of vendor landing pages to identify any discrepancies between Fast Lane regions, course portfolios, and pricing. Highlight inconsistencies and work towards resolution.
• Compare to Fast Lane global websites (depends on the Line of Business country).
• Regularly review the Fast Lane website to identify outdated or broken materials. Collaborate with relevant teams to update and maintain accurate content.
• Populate the rolling PLM web-site update action list (XLS).
• Compare and contrast the Fast Lane website against our competitors’ offerings. Provide insights and recommendations to enhance our competitive position.
• Monitor vendor promotions and communicate updates to Sales, Operations and Marketing teams.
• Support PLM and Sales to create “differentiator” offers.
• Support pricing analysis of Open Enrollment courses (Fast Lane delivered).
• Support the Product Line Management team with additional requests as needed. This may include data analysis, reporting, or other related tasks.
• Identify white papers we can add to the Fast Lane website Vendor landing pages.
• Identify links to vendor GTM strategies we can add to Fast Lane website Vendor landing pages.

ADDITIONAL RESPONSIBILITIES:

• Administrative Support: assist the Product Line Manager in daily administrative tasks, including tracking product updates, and maintaining product documentation.
• Customer Support: serve as a point of contact for internal teams (Sales, Alliances, Operations, Client Services, etc.) to address product-related queries and provide timely information.
• Product Information Management: maintain and update product specifications, course catalogs, and other product-related materials in the Fast Lane CRM to ensure accuracy and consistency across platforms.
• Cross-Functional Collaboration: support the Product Line Manager with the liaison with sales, marketing, and operations teams to provide support during product launches, updates, and promotional activities.
• Data Entry & Analysis: help track, and input data related to product performance, customer feedback, and market trends, ensuring the Product Line Manager has up-to-date insights.
• Market Research Assistance: support market research efforts by gathering data on competitors, customer preferences, and emerging trends.
• Training Materials: help organize and distribute training materials, product documentation, and resources to internal teams, ensuring that all stakeholders are informed of product updates.
• Support Go-to-Market Efforts: assist with the preparation of materials needed for product launches, including marketing collateral, customer communications, and training for internal teams.
• Issue Resolution: work with product development and customer support teams to address product issues and coordinate quick resolutions.