Job title Product Support Specialist
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Location Remote | |
Department Customer Operations
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Reports to Head of Commercial Operations
| |
Job description |
A Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Success Managers you will be a key resource in helping clients get the most out of our platform resolving issues quickly and efficiently and ensuring a consistently excellent experience. |
Responsibilities |
Handling Client Support Queries | - Serving as a primary point of contact for day-to-day product support queries from clients
- Triaging and resolving incoming support tickets promptly maintaining exceptional customer service standards
- Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently
- Escalating complex technical issues to the engineering team where necessary providing clear context and documentation
|
Supporting Client Success Managers | - Working closely with CSMs to ensure clients receive a seamless and high-quality experience
- Assisting CSMs with account setup testing and configuration liaising with the offshore Support Team as needed
- Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect
- Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems
|
Developing Outstanding Product Expertise | - Developing thorough and in-depth knowledge of the Appointedd platform including configuration features and common client use cases
- Staying up to date with product changes and updates to ensure accurate and informed support
- Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients
|
Continuous Improvement | - Identifying recurring issues or gaps in product knowledge and flagging these for internal review
- Collaborating with all business teams to ensure a consistently high level of service is maintained
- Contributing to the improvement of support processes documentation and internal knowledge bases
|
Requirements |
- You care deeply about our clients and get a buzz from solving their problems and making them happy
- You love working with people and thrive in a collaborative team environment
- You are motivated by getting things right first time because you know how much this matters to our clients
- You are passionate about excellent delivery ticking jobs off your list and getting stuff done
- You have strong communication skills and a clear professional manner when dealing with clients
|
Required Experience:
IC
Job titleProduct Support SpecialistLocationRemoteDepartmentCustomer OperationsReports toHead of Commercial Operations Job descriptionA Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Succe...
Job title Product Support Specialist
| |
Location Remote | |
Department Customer Operations
| |
Reports to Head of Commercial Operations
| |
Job description |
A Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Success Managers you will be a key resource in helping clients get the most out of our platform resolving issues quickly and efficiently and ensuring a consistently excellent experience. |
Responsibilities |
Handling Client Support Queries | - Serving as a primary point of contact for day-to-day product support queries from clients
- Triaging and resolving incoming support tickets promptly maintaining exceptional customer service standards
- Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently
- Escalating complex technical issues to the engineering team where necessary providing clear context and documentation
|
Supporting Client Success Managers | - Working closely with CSMs to ensure clients receive a seamless and high-quality experience
- Assisting CSMs with account setup testing and configuration liaising with the offshore Support Team as needed
- Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect
- Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems
|
Developing Outstanding Product Expertise | - Developing thorough and in-depth knowledge of the Appointedd platform including configuration features and common client use cases
- Staying up to date with product changes and updates to ensure accurate and informed support
- Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients
|
Continuous Improvement | - Identifying recurring issues or gaps in product knowledge and flagging these for internal review
- Collaborating with all business teams to ensure a consistently high level of service is maintained
- Contributing to the improvement of support processes documentation and internal knowledge bases
|
Requirements |
- You care deeply about our clients and get a buzz from solving their problems and making them happy
- You love working with people and thrive in a collaborative team environment
- You are motivated by getting things right first time because you know how much this matters to our clients
- You are passionate about excellent delivery ticking jobs off your list and getting stuff done
- You have strong communication skills and a clear professional manner when dealing with clients
|
Required Experience:
IC
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