Product Support - Software / SaaS
Nottingham, hybrid
30,000 - 35,000
Monday to Friday: Hours are 9 -5 Monday to Thursday & 9 - 1 Fridays. There is flexibility with the hours.
Overview: As a Product Support Specialist, you will ensure exceptional support for the end-users. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction. You will provide technical product support for both internal and external customers and partners, managing all customer issues while maintaining regular communication to keep customers informed of the status. Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Key Responsibilities: Product Support: Provide support covering all issues, primarily related to their Software platform Troubleshoot issues, including system unavailability and data integrity issues, and propose resolutions or workarounds to maintain customer satisfaction Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions Ensure accurate handling of escalations to other functions ensuring that Service Level Agreements are always met Collaborate with Product Management for customer enhancement requests and prioritisation of issues directly impacting customers that are reported through the support channel Act as the point of contact to customers taking total ownership of an issue to see it through to completion. Product Knowledge Bank: Manage and assist in developing and revising product documentation, including training presentations, exercises, quick reference guides, and other support materials Assist in the development of customer-facing materials about upcoming product releases Lead the creation and maintenance of knowledgebases for all software offerings Process Improvement: Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement Develop and maintain metrics and dashboards to monitor customer health for use by other customer-facing functions Produce regular reports on support ticket volumes, response times, and resolution rates Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets. Collaborate with cross-functional teams to implement strategies based on data insights for enhancing customer experience and support efficiency Work closely with Quality to review and confirm or improve all support SOPs and process documentation Skills, Qualifications & Experience: A minimum of 2-3 years of experience in helpdesk/customer support of software products Ability to clearly and effectively communicate with customers and team members, both verbally and in writing. Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently. Competence in using support software, troubleshooting technical issues, and understanding the product or service. Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations. Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets. Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements. Self-motivated, experience working independently with minimal guidance in a rapidly changing environment and handling pressure. Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
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Monday to Friday: Hours are 9 -5 Monday to Thursday & 9 - 1 Fridays. There is flexibility with the hours.
Overview: As a Product Support Specialist, you will ensure exceptional support for the end-users. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction. You will provide technical product support for both internal and external customers and partners, managing all customer issues while maintaining regular communication to keep customers informed of the status. Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Key Responsibilities: Product Support: Provide support covering all issues, primarily related to their Software platform Troubleshoot issues, including system unavailability and data integrity issues, and propose resolutions or workarounds to maintain customer satisfaction Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions Ensure accurate handling of escalations to other functions ensuring that Service Level Agreements are always met Collaborate with Product Management for customer enhancement requests and prioritisation of issues directly impacting customers that are reported through the support channel Act as the point of contact to customers taking total ownership of an issue to see it through to completion. Product Knowledge Bank: Manage and assist in developing and revising product documentation, including training presentations, exercises, quick reference guides, and other support materials Assist in the development of customer-facing materials about upcoming product releases Lead the creation and maintenance of knowledgebases for all software offerings Process Improvement: Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement Develop and maintain metrics and dashboards to monitor customer health for use by other customer-facing functions Produce regular reports on support ticket volumes, response times, and resolution rates Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets. Collaborate with cross-functional teams to implement strategies based on data insights for enhancing customer experience and support efficiency Work closely with Quality to review and confirm or improve all support SOPs and process documentation Skills, Qualifications & Experience: A minimum of 2-3 years of experience in helpdesk/customer support of software products Ability to clearly and effectively communicate with customers and team members, both verbally and in writing. Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently. Competence in using support software, troubleshooting technical issues, and understanding the product or service. Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations. Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets. Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements. Self-motivated, experience working independently with minimal guidance in a rapidly changing environment and handling pressure. Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
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