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For Companies At a Glance
- Tasks: Support customers via email, chat, and Zoom while becoming a product expert.
- Company: Join Arlo, an award-winning global business revolutionising training management with cutting-edge e-learning tech.
- Benefits: Enjoy a fixed-term role with opportunities for growth and collaboration in a dynamic team.
- Why this job: Be a customer champion and make a real impact in a fast-growing company with a global reach.
- Qualifications: 2+ years in customer support; strong communication skills; experience with SaaS preferred.
- Other info: This is a 6-month fixed-term position, perfect for those looking to gain valuable experience.
The predicted salary is between 28800 - 43200 £ per year.
As a Product Support Specialist, you will be one of our customer champions. You’ll develop a complete, functional understanding of the Arlo product, focusing on how it operates and how our customers use it for their business operations. This position is fixed-term (6 months).
Responsibilities
- Managing day-to-day customer queries through email, live chat, and Zoom channels
- Becoming a product expert
- Maintaining and writing online help articles
- Engaging with customers to understand specific needs and devising appropriate solutions
- Comfortable working with cross-functional tools and platforms
- Collaborating on projects with the support and wider teams
- Successfully tracking and maintaining Support KPI’s and SLA’s
Experience & Capabilities
- 2+ years of experience in customer support, pre-sales, or onboarding, preferably for a SaaS company.
- Strong background in software troubleshooting across web-based tools
- Experience dealing with integration tools like Zapier would be a bonus.
- Strong communication and documentation skills
- Experience with Zendesk preferred, but not essential.
Skills & qualifications
- Excellent problem-solving and analytical skills with an ability to think outside the box
- An ability to multi-task and effectively manage several tasks at one time
- Excellent verbal and written communication and interpersonal skills
- Results-driven, self-motivated, enthusiastic, with a “can-do” attitude
- HTML, CSS, and/or Javascript troubleshooting skills would be a bonus
- Educated to degree level preferred but not essential.
A bit about us
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada. We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally. Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales, and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision. That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.
Product Support Specialist (Fixed Term) employer: Arlo Training Management Software
Contact Detail:
Arlo Training Management Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist (Fixed Term)
✨Tip Number 1
Familiarise yourself with the Arlo product and its features. Understanding how it operates and how customers use it will give you a significant edge during interviews, as you'll be able to speak confidently about the product and its benefits.
✨Tip Number 2
Brush up on your customer support skills, especially in handling queries through various channels like email, live chat, and Zoom. Practising common scenarios can help you demonstrate your problem-solving abilities effectively.
✨Tip Number 3
If you have experience with tools like Zendesk or integration tools such as Zapier, be ready to discuss specific examples of how you've used them in past roles. This will show your familiarity with the tools that are relevant to the position.
✨Tip Number 4
Prepare to showcase your communication skills by engaging in mock interviews or discussions. Being articulate and clear in your responses will highlight your interpersonal skills, which are crucial for a Product Support Specialist.
We think you need these skills to ace Product Support Specialist (Fixed Term)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Product Support Specialist position. Understand the responsibilities and required skills, especially focusing on customer support experience and software troubleshooting.
Tailor Your CV: Customise your CV to highlight relevant experience in customer support, particularly in SaaS environments. Emphasise any specific tools you've used, like Zendesk or integration tools such as Zapier, and showcase your problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities of managing customer queries and maintaining online help articles. Use specific examples to demonstrate your communication skills.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role that involves documentation and customer interaction.
How to prepare for a job interview at Arlo Training Management Software
✨Know the Product Inside Out
As a Product Support Specialist, you'll need to demonstrate a solid understanding of the Arlo product. Familiarise yourself with its features, functionalities, and how customers typically use it. This will help you answer questions confidently and show your commitment to becoming a product expert.
✨Showcase Your Customer Support Experience
Highlight your previous experience in customer support, especially in a SaaS environment. Be prepared to discuss specific examples where you've successfully resolved customer queries or improved their experience. This will illustrate your capability to manage day-to-day customer interactions effectively.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've had to think outside the box to solve customer issues. The interviewers will be looking for your analytical skills and ability to devise appropriate solutions, so have a few examples ready that showcase your problem-solving prowess.
✨Communicate Clearly and Effectively
Since strong communication skills are essential for this role, practice articulating your thoughts clearly. Whether it's through verbal responses or written documentation, ensure you convey your ideas in a straightforward manner. This will reflect your interpersonal skills and ability to engage with customers.
