Product Support Specialist II

Harvest Group•Rogers, AR

4h•Onsite

About The Position

The Product Support Specialist II is responsible for a seamless product and data experience at Harvest Group for employees and clients. Because our proprietary applications are data-dependent, this role will assist in supporting the full Harvest Group product technology stack. The Specialist II is an experienced individual contributor who owns complex support cases and coordinates root-cause investigation/resolution across teams, designs new approaches to data onboarding, and drives support through innovation and automation. This role works independently, guides peers, and serves as a connective point between end users and the technology teams that own the underlying platform. Our approach to servicing our employees is grounded in our values. To deliver excellence for our Harvest Group employees, we do require that this role is based in Rogers, AR. If you are applying but do not currently reside in this market, please note that relocation will not be covered by Harvest Group.

Requirements

3–5 years of experience in technical support, help desk/service desk, data operations, BI support, or a related field.
Strong written and verbal communication skills with a customer service mindset.
Comfortable working with data - able to run and modify existing queries, interpret reports, and investigate discrepancies.
Experience with a ticketing or service management platform, including configuring workflows and automation.
Experience driving issue resolution and coordinating across teams.
Strong ownership, accountability, and systems thinking, with the ability to mentor others and share technical knowledge.

Nice To Haves

CPG / retail data domain expertise.
Proficiency in SQL, including joins and troubleshooting complex data discrepancies.
Understanding of how data moves from source systems through processing and into reporting and visualization tools.
Familiarity with common methods of exchanging data between systems (file feeds, APIs, scheduled transfers).
Knowledge of service desk frameworks (e.g., ITIL).
Knowledge of agile framework
Scripting for automation (e.g., Python).

Responsibilities

Coordinate across technology teams to resolve escalations and drive root-cause resolution, demonstrating leadership and growing expertise in the Harvest Group stack, products, and teams.
Deliver "Extraordinary Service" through the help desk and other channels.
Troubleshoot data-related issues and respond to user feedback.
Assist with ad-hoc requests.
Support and improve the process for onboarding new client data sources.
Plan and implement innovation user stories that advance product support objectives.
Identify and implement process, tooling, and automation improvements.
Apply service desk expertise to move Harvest Group toward best-in-class support and an industry-leading technology platform.
Build automation in ticket and project management tools, i.e JIRA
Mentor Specialist I team members and contribute documentation and knowledge base standards.