Product Support Specialist - Colleague Enablement

Full details of the job.

Vacancy Name: Product Support Specialist – Colleague Enablement

Vacancy No: VN806

Employment Type: Permanent

Location: United Kingdom

Company Description: Xeinadin was established in 2019 when more than 100 successful, independent, business advisory and accountancy practices across the UK and Ireland came together to re-imagine the future of accountancy. Our collective mission to provide locally forged, trusted business advice to SMEs through forward-thinking, close-knit relationships remains pivotal to our growth. It is our people who help drive our business forward, and we offer them future-focused career opportunities whilst supporting the individual specialisms. Our regional offices of over 1800 colleagues operate in collaboration across the Group, combining collective expertise to maximise our people’s potential.

Description: We are looking for a proactive and technically minded Product Support Specialist to join our dynamic support team servicing colleague queries and providing training to Xeinadin employees. This role is the first point of contact for our employees experiencing product-related issues with the CCH software suite, and the successful candidate will play a key role in ensuring prompt and effective resolutions.

Key Responsibilities:

1. Serve as the first point of contact for Xeinadin employees seeking assistance with product-related issues via phone, email, or live chat.
2. Provide accurate information and guidance on product functionality, setup, and usage.
3. Diagnose and troubleshoot basic technical issues, resolving or escalating them when necessary.
4. Log all customer interactions, issues, and solutions in the support ticketing system.
5. Maintain up-to-date knowledge of company products, services, and technical features.
6. Provide feedback on recurring issues or potential product improvements.
7. Work collaboratively with internal teams (CCH Project Team, IT, Finance etc.) to ensure continuous product support improvement.
8. Adhere to service-level agreements (SLAs) and ensure timely resolution of issues.
9. Contribute to the creation and updating of support documentation, FAQs, and knowledge base articles.
10. Proactively roll-out training on the CCH product suite to Xeinadin employees to ensure they are getting the most out of the software solution.

Key Requirements:

1. Experience using or supporting the CCH suite of software products.
2. Previous experience in a customer support or technical support role, preferably in a product support environment.
3. Basic understanding of technical troubleshooting and problem-solving methodologies.
4. Excellent communication and interpersonal skills.
5. Ability to multitask and prioritize in a fast-paced environment.
6. Strong attention to detail and accuracy.
7. Familiarity with ticketing systems and customer support tools (e.g., Zendesk, Freshdesk, Jira).
8. A proactive approach to learning and adapting to new technologies and products.
9. Ability to work independently and as part of a team.

Additional Requirements:

1. Understanding of technical terms, with a basic grasp of IT concepts.
2. Familiarity with product lifecycle and development processes.
3. Previous experience in professional services or a training environment.

Model: Hybrid

Salary: Competitive

Benefits:

• Company Pension Scheme
• 25 days of annual leave + bank holidays
• Additional annual leave days from certain levels of seniority
• Ability to buy up to 5 days of annual leave to reach a maximum of 30 days per annum
• Business closure over Christmas*
• Life Assurance x4 annual salary
• Enhanced family leave policies
• Enhanced Company Sick Pay
• Employee Assistance Programme – 24/7 support, free and confidential
• Corporate Discounts Platform
• Flexible Benefits platform with ability to opt-in to various insurances (level of seniority dependent & self-funded at corporate rates) such as:

• Critical Illness Cover
• Cash plan
• Cycle to work
• Eye care
• Dental

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