Product Manager

Digital Realty • New York, NY

35d • Remote

About The Position

The Portal Support & Training Specialist is responsible for supporting internal
stakeholders and customers using Digital Portals. This includes troubleshooting
technical issues, guiding users through portal functionalities, and ensuring a
seamless customer experience. The role also develops training materials and
delivers training sessions that help stakeholders maximize the value of the
portal.
You will work closely with cross-functional teams, gather user insights, and
help continuously improve the Digital Realty Portal ecosystem.

Requirements

• Bachelor’s degree in Business or a related field.
• At least 3 years of experience in customer support or training, ideally in a technical environment.
• Strong troubleshooting and analytical skills.
• Excellent communication and presentation abilities.
• Ability to create clear training and support documentation.
• Proficiency with customer support software and tools.
• Strong organizational and time-management skills.
• Customer-focused mindset with strong attention to detail.
• Adaptability and comfort working in a fast-paced, global environment.
• Willingness to occasionally travel for training sessions and support global time zones as needed.

Responsibilities

• Respond to customer and internal team inquiries related to portal functionality.
• Troubleshoot and resolve portal issues efficiently, escalating when needed.
• Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions.
• Create and maintain user documentation, including guides, FAQs, and troubleshooting resources.
• Engage proactively with stakeholders to gather feedback and identify improvement opportunities.
• Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs.
• Collaborate with IT, product development, and customer service teams to ensure cohesive support.
• Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes.
• Support continuous improvement efforts by advocating for customer-centric enhancements.

Benefits

• medical
• dental
• vision
• life and AD&D insurance
• 401k match
• disability benefits
• wellness and education benefits
• employee stock purchase plan
• paid time off
• holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level