Job Description

Description:Technical Specialist\xe2\x80\x8bAbout the role\xef\xbb\xbfSoftware Expertise\xe2\x80\x8b

• Develop expert knowledge of all Browzwear software products, inclusive of VStitcher suite, Lotta, Stylezone, DB Admin, FAB, Cloud Services suite, and Tech Pack with high-level knowledge of Headless capabilities.\xe2\x80\x8b
• Master construction methodology and best practices of all garment types, having personally constructed garments including basics, activewear, sportswear, intimates, seamless, puffy, complex outerwear, fleece, denim, swimwear, and tailored garments.\xe2\x80\x8b
• Continuously upskill in upcoming product features and be able to showcase and discuss the value they unlock with our customers.\xe2\x80\x8b

\xe2\x80\x8bCustomer Management\xe2\x80\x8b

• Provide exceptional proactive support and partnership to our customers, serving them with expertise, creativity, patience, and an inspiring attitude.\xe2\x80\x8b
• Responsible for day-to-day execution of strategic implementation plans; sharing relevant workflows, and best practices, minimizing risk and roadblocks, and ensuring business and user readiness to achieve adoption.\xe2\x80\x8b
• Participate with Account Manager in regular business reviews to reflect on wins, and challenges, and collaborate on strategic direction and objectives.\xe2\x80\x8b
• Conduct current and future workflow evaluation and mapping, provide recommendations in products, solutions, and services to unlock value and drive positive business impact. \xe2\x80\x8b
• Analyze customer usage metrics and their relation to implementation and adoption status. Identify and articulate trends within and across customers, products, and workflows.\xe2\x80\x8b
• Ensure customer satisfaction throughout the relationship contributing to customer lifetime value.\xe2\x80\x8b

\xe2\x80\x8bTechnical Solution\xe2\x80\x8b

• Swiftly resolve technical support issues by identifying problems and communicating solutions with an emphasis on providing visual instruction/direction to the customer.\xe2\x80\x8b
• Identify product improvements (Wishlist) internally or reported by customers that would increase customer satisfaction, improve sales, and/or improve efficiency.\xe2\x80\x8b
• Report bugs to QA team and follow up on the issues (internally and externally) as required until they are resolved in the software and confirmation has been provided to the customer.\xe2\x80\x8b
• Escalate urgent issues or situations as required to global internal Technical Specialist team, or Product/R&D teams along proper escalation paths.\xe2\x80\x8b
• Follow internal SOP documentation for proper systems documentation and asset organization.\xe2\x80\x8b

Browzwear Community\xe2\x80\x8b

• Be an active participant in the Global Customer Success community, sharing knowledge, asking questions, contributing new ideas, and supporting new team members during onboarding.\xe2\x80\x8b
• Work closely with our Sales and Account Management teams to understand customer needs and problem solve to remove barriers and achieve successful technical solutions.\xe2\x80\x8b
• Collaborate and provide customer insights as needed to Customer Enablement and Solution Consulting teams for development of learning content and implementation plans.\xe2\x80\x8b
• Liaison with our Product and R&D teams to present customer insights, bugs, and feature requests to inform product design, product quality, and roadmap.\xe2\x80\x8b

Requirements:Requirements:

• 3-4 years relevant fashion industry experience, understanding the design and development process OR 3-4 years relevant customer service/support experience, understanding issue and relationship management
• Diploma or Bachelor\xe2\x80\x99s Degree in Fashion Design, Apparel Technical Design, 3D Design or related field
• Experience with apparel 3D technology
• Local and English language proficiency
• Ability and willingness for frequent travel

Extra Credit:

• Experience with 2D apparel pattern making software
• Experience with 3D design software and production pipeline
• Relevant customer service experience, understanding issue and relationship management

Browzwear