Product Specialist at West Coast Personnel

• We have an exciting opportunity for a Product Specialist to join a support team servicing clients in the agriculture industry, reporting to the Support Manager. This role involves supporting bespoke software solutions both onsite and remotely, while collaborating with internal stakeholders across departments to resolve client issues effectively. The ideal candidate demonstrates resilience under pressure, a strong customer success mindset, and proven experience managing help desk operations—including handling assigned tickets as well as proactively logging and driving resolution of support requests.

Key Responsibilities

• Manage and administer SQL Server / SQL Express environments
• Handle help desk tickets from logging to resolution (end-to-end ownership)
• Liaise with clients and internal teams to resolve issues
• Perform software testing before releases and updates
• Support product deployments, upgrades, and installations
• Train clients on software products when required
• Maintain accurate daily updates on all assigned calls
• Escalate and follow up on issues within SLA timeframes

Technical Requirements

• Minimum 2 years’ SQL Server / SQL scripting experience
• Help desk / ticket lifecycle management experience (ITIL exposure preferred)
• Strong Microsoft Office skills
• Valid driver’s licence and own transport (occasional travel required)
• Advantage: experience in fruit/meat industry systems
• Advantage: mobile scanner / APK / hardware integration experience

Personal Attributes

• Strong communication and client service skills
• Excellent time management and attention to detail
• Ability to work independently and in a team
• Proactive, self-motivated, and solution-driven mindset
• Comfortable handling difficult client interactions professionally
• Strong sense of accountability and ownership of tasks
• Willingness to go the extra mile for client success
• Innovative thinker who identifies improvement opportunities
• Zero tolerance for unprofessional or discriminatory behaviour

Travel & Work Environment

• Mostly remote-first role
• Occasional travel for training, installations, and implementations
• Company vehicle may be provided when available