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- Tasks: Provide top-notch support to clients and resolve their product queries efficiently.
- Company: Join a dynamic team focused on client success and collaboration.
- Benefits: Remote work, competitive pay, and opportunities for personal growth.
- Other info: Be part of a supportive team that values your contributions and ideas.
- Why this job: Make a real difference by helping clients maximise their experience with our platform.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
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
Product Support Specialist in Edinburgh employer: Appointedd
Contact Detail:
Appointedd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, join relevant groups on social media, and attend virtual events. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research common questions for Product Support Specialists and practice your answers. We recommend using the STAR method to structure your responses – it’ll help you showcase your problem-solving skills effectively.
✨Tip Number 3
Show off your passion for customer support! During interviews, share specific examples of how you've gone above and beyond for clients in the past. This will demonstrate that you truly care about delivering outstanding service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team!
We think you need these skills to ace Product Support Specialist in Edinburgh
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for helping clients! In your application, share specific examples of how you've gone above and beyond to solve problems or support customers in the past. We love candidates who genuinely care about making a difference.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that matches the Product Support Specialist role. Use keywords from the job description to show us you understand what we're looking for and how you fit the bill.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your communication is professional yet friendly. This will give us a taste of how you’d interact with our clients!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at Appointedd
✨Know the Product Inside Out
Before your interview, make sure you dive deep into the Appointedd platform. Familiarise yourself with its features, common client use cases, and any recent updates. This will not only show your enthusiasm but also help you answer questions confidently.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved client issues in the past. Think about specific situations where you triaged support queries or collaborated with teams to find solutions. This will demonstrate your ability to handle the day-to-day product support queries effectively.
✨Emphasise Team Collaboration
Since this role involves working closely with Client Success Managers and other teams, be ready to discuss your experience in collaborative environments. Share stories that highlight your teamwork skills and how you’ve contributed to a seamless client experience.
✨Communicate Clearly and Professionally
During the interview, practice clear and professional communication. This is crucial for a Product Support Specialist. Use concise language, listen actively, and ensure you articulate your thoughts well. This will reflect your strong communication skills and professionalism.