Product Support Specialist

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