Description

This position is only accepting applicants already located in Costa Rica

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software, WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture, grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

The Product Specialist supports the delivery and operations of Software Asset Management services. Working alongside a senior teammate, you'll assist customers through onboarding and deployment, coordinate across the SAM team and cross-functional partners, and help keep day-to-day processes running smoothly. This role blends technical support with operational and administrative responsibilities, a great fit for someone who is organized, customer-focused, and eager to grow within a product-oriented team.

Responsibilities:

1. Customer Deployment:

o Technical Onboarding: Lead and support customer deployment sessions, walking clients through solution configuration, environment setup, and go-live steps.

o Issue Resolution: Diagnose and resolve integration and deployment issues across diverse customer environments.

o RMM and Network Monitoring Deployment: Support the deployment and configuration of RMM and network monitoring solutions within customer environments, working through common technical hurdles such as network access, device discovery, and credential setup.

1. Customer Engagement:

o Stakeholder Communication: Serve as a reliable point of contact during the customer onboarding lifecycle, coordinating with the SAM team and cross-functional partners including sales, customer success, and technical teams.

o Feedback Loop: Collect and relay customer feedback internally to help shape product and process improvements.

1. Team Coordination and Administrative Support:

o Cross-Functional Collaboration: Support coordination across the SAM team and with cross-functional partners, helping to align on priorities, action items, and follow-ups, including coordinating resources to ensure customer needs are addressed in a timely manner.

o Process Administration: Support and maintain administrative process flows, ensuring operational tasks are completed accurately and on time.

o Case Queue Management: Own and manage an inbound case queue, triaging requests, coordinating resources, and ensuring responses and resolutions are delivered in accordance with established SLAs.

1. Documentation and Enablement:

o Self-Service Resources: Maintain and contribute to onboarding runbooks, guides, and documentation to improve the customer experience over time.

o Progress Monitoring: Track onboarding milestones and proactively flag risks or blockers.

Qualifications:

• 2+ years of experience in a customer-facing role - customer success, technical support, account management, or similar - with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Hands-on experience supporting or deploying SaaS solutions in customer environments (even in a supporting capacity).
• Organized, detail-oriented, and comfortable managing multiple workstreams simultaneously, with the ability to work independently and know when to escalate.
• Familiarity with IT infrastructure concepts, networking fundamentals, or IT management tooling (RMM, network monitoring, etc.) is a plus - as is exposure to SAM or software licensing. Willingness to learn new platforms quickly is a must.
• Certifications (nice to have): ITIL, CSAM, IAITAM, ITAM, SAM.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.