At a Glance
- Tasks: Support customers with technical queries and enhance their experience with our SaaS product.
- Company: Join a fast-growing SaaS business focused on cyber security awareness.
- Benefits: Enjoy 25 days' leave, flexible working, and a personal development budget.
- Other info: Flexible hours available; regular social events and structured training provided.
- Why this job: Be part of a team that values customer experience and offers career growth.
- Qualifications: 1 year in product or technical support; strong problem-solving and communication skills.
Join a fast-growing SaaS business helping organisations strengthen their cyber security awareness through smart technology, training and analytics. You'll play a key role in delivering a brilliant customer experience, solving technical issues and supporting a product used by a rapidly growing customer base.
A note to applicants, they are also open to considering this role on a part time basis so if you are considering this, please feel free to apply and message Hannah Clarke directly informing of the interest in this role on a part time basis.
Role Overview:
- Location: Leeds/Hybrid. 2–3 days per week in the office.
- Package: £26,000–£28,000 depending on experience
- Industry: Cyber Security / SaaS
What You'll Be Doing:
- Act as the first point of contact for customers needing product support across phone and email.
- Diagnose and resolve technical queries quickly, with a strong focus on achieving high first-line resolution rates.
- Take ownership of customer issues from initial contact through to resolution, ensuring communication stays clear throughout.
- Work closely with the Product team when more complex technical problems need investigation or escalation.
- Help create and maintain useful product documentation, making it easier for customers to find answers and self-serve.
- Deliver a consistently high standard of service and contribute to an excellent overall customer experience.
Main Skills Needed:
- At least 1 year of experience within product support, technical support or a customer service environment.
- A background working in a SAAS organisation is preferred.
- Strong problem-solving skills with experience handling issues in a technical setting.
- Confident written and verbal communication skills, including a professional and personable telephone manner.
- A genuine interest in technology and the motivation to develop within a growing technical support function.
- Experience supporting SaaS products or working within a scale-up environment would be beneficial.
- Exposure to SQL and support desk platforms would be advantageous such as Fresh Desk or Jira.
What's in It for You:
- 25 days' annual leave + bank holiday + a day off for your birthday.
- Competitive salary with regular pay reviews.
- Flexible hybrid working with a central Leeds office.
- Personal development budget for relevant courses, professional certifications and conferences.
- 4pm Finish every Friday.
- Pension scheme.
- Over 4 different options for career development avenues.
- Regular social events throughout the year.
- Structured training, mentoring and opportunities to learn from experienced technical and customer teams.
- The chance to build your career within a growing technology business where customer experience is taken seriously.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.
Product Support Analyst in Leeds employer: Addition+
Addition is an exceptional employer that fosters a dynamic work culture in the heart of London, where innovation meets collaboration. With a strong emphasis on professional development, employees are encouraged to grow their skills and advance their careers while enjoying competitive salaries and flexible working arrangements. Joining Addition means being part of a forward-thinking team dedicated to making a meaningful impact in the cyber security landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Addition+. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Addition+ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Analyst in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Addition+:Your cover letter is your chance to shine! Tell us why you want to work at Addition+ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Addition+!
How to prepare for a job interview at Addition+
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
