At a Glance
- Tasks: Provide top-notch product support and solve technical issues for customers.
- Company: Join a fast-growing SaaS business focused on cyber security awareness.
- Benefits: Enjoy 25 days off, flexible working, and a personal development budget.
- Other info: Flexible part-time options available; vibrant team culture with regular social events.
- Why this job: Make a real impact in customer experience while growing your tech skills.
- Qualifications: 1 year of experience in product or technical support; strong problem-solving skills.
The predicted salary is between 26000 - 28000 £ per year.
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.
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.
Product Support Analyst 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.
