Job Description
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
