Product (Helpdesk) Specialist

The Product (Helpdesk) Specialist is the frontline of customer interaction, combining support, troubleshooting and insight generation to improve the product. Acting as a bridge between customers and product teams, the role translates real user experiences, challenges and pain points into clear, actionable insights. Beyond delivering responsive first-line support, the specialist builds deep product knowledge through hands-on problem-solving and identifies patterns, usability issues and unmet needs. This enables them to contribute to product improvements and enhance the overall customer journey. The role helps shift the Helpdesk from reactive support to a proactive, insight-driven function that supports product development and decision-making. We’re looking for curious, analytical individuals who are eager to learn, embrace new technologies, and continuously seek ways to improve products and customer experiences.

Key Skills:

Customer Support & Product Experience

• Act as first-line support for product-related customer and user queries across multiple channels (telephone, email, CRM).
• Deliver professional, empathetic, and solution-driven customer interactions while maintaining strong ownership of issues through to resolution.
• Build deep understanding of customer use cases, workflows, and real-world product usage through ongoing engagement. Proactively identify customer friction points and usability challenges during support interactions.

Product Knowledge & Continuous Learning

• Develop and maintain a strong understanding of product features, functionality, and system workflows.
• Continuously build product knowledge through hands-on troubleshooting, product usage, and customer interaction.
• Participate in product demos, feature releases, and internal knowledge-sharing sessions.
• Stay informed on product updates, enhancements, and changes to effectively support users and contribute insight.

Insight Generation & Feedback to Product

• Capture, categorise, and synthesise customer issues into structured insights, including recurring themes, trends, and root causes.
• Translate customer pain points into clear, actionable product insights that can inform product decisions.
• Contribute to structured feedback loops with Product Managers, Product Owners, and Product teams. Maintain clear and well-documented records of issues to support insight generation and product improvement.

Product Contribution & Discovery Support

• Contribute to product discovery by providing real customer context, use cases, and observed behaviour patterns.
• Support validation of product changes, enhancements, and fixes through user feedback and testing.
• Provide input into usability, workflows, and feature enhancements based on frontline experience.
• Assist in bridging the gap between customer needs and product development priorities.

Technical Support & Problem Solving

• Troubleshoot and resolve system-related issues, including basic bug investigation and replication.
• Diagnose and analyse user-reported problems with a structured, analytical approach.
• Escalate complex issues with clear documentation, context, and initial findings to support efficient resolution.
• Support system configurations, onboarding, and data validation activities.

Continuous Improvement & Knowledge Enablement

• Identify recurring issues and contribute to root cause analysis and long-term solutions.
• Contribute to the development and maintenance of knowledge bases, help articles, and support documentation.
• Support improvements in support processes, customer journeys, and operational efficiencies.
• Actively contribute to building a proactive, insight-driven Helpdesk capability.

Administrative & Operational Excellence

• Manage onboarding processes, customer account setup, and system access.
• Maintain accurate and up-to-date records in CRM and ticketing systems.
• Prioritise and manage support requests in line with defined SLAs.
• Ensure high levels of data accuracy, compliance, and process adherence.

Company Overview:

Lightstone Auto is an intelligent solutions company with strong, automotive industry-specific expertise and core capabilities in Dealer systems (Sales, Stock, Marketing and F&I), market performance and forecasting analytics and data management.

We specialise in delivering integrated, online knowledge solutions, batch and real-time data quality solutions, and a broad range of dealership-focused analytical products to a range of automotive manufacturers, dealerships, government and financial services clients.

We hire exceptional people and provide them with an environment where they can excel. Our non-corporate culture encourages flexibility, collaboration and innovation.

We pride ourselves on our core values to Encourage Participation, Respond to Changing Needs and Win Together, which are reflected in each development, project, product or service we undertake to deliver.

Requirements:
• Gr.12/Matric/School Leaving Certificate is essential
• Relevant tertiary qualification in Information Systems, IT, Computer Science, Business Administration, or related field
• Proven experience in customer support, product support, helpdesk, or technical support roles is essential
• Experience supporting SaaS or tech-enabled products advantageous
• Basic understanding of systems, software, or digital products
• Experience working with CRM/ticketing systems, support tools, and managing support queues
• Strong troubleshooting, problem-solving, and root-cause identification skills, with the ability to provide structured feedback
• Strong customer-centric mindset with high empathy
• Ability to document support insights clearly to contribute to product improvement and prioritisation
• Team-oriented mindset with strong stakeholder engagement
• Strong organisational and time management skills with the ability to manage multiple priorities within SLA requirements
• High attention to detail and strong documentation practices
• Adaptable and eager to continuously build product and technical knowledge, with an interest in emerging technologies including AI and automation

Benefits:
• 25 days Annual Leave

• Two-month paid sabbatical after every 5 years of continued service
• Employee Wellness Programme
• Half-day Birthday Leave
• Provident Fund (included in CTC)