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For Companies At a Glance
- Tasks: Manage Level 3 Support, bug management, and improve customer experience.
- Company: Join Conferma, a dynamic team passionate about problem-solving and product enhancement.
- Benefits: Enjoy flexible working options, training opportunities, and a collaborative culture.
- Why this job: Be part of a team that drives innovation and enhances customer satisfaction.
- Qualifications: No specific qualifications required; just a passion for tech and problem-solving.
- Other info: Opportunity to work closely with various departments and make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
The 3rd Line Support within the Product Operations team will be responsible for managing and maintaining Level 3 Support from the Product department, bug management and communication, SQL and development task prioritization, KBAs and documentation, and liaising with key members of the Operations and Commercial departments. This role is crucial for increasing the speed to resolution for customers, optimizing processes, and enhancing cross-functional collaboration. The Product Ops team has a passion for problem-solving, identifying product weaknesses before customers and competitors do. The 3rd Line Support will be identifying and implementing operational and product departmental efficiencies through product development or new/refined processes, and improving the overall product based on customer needs. The 3rd Line Support takes responsibility for relaying insights back to the Product Management team for areas where improvements can be made.
Responsibilities
- Service Desk Ticket Optimisation
- Providing technology support on behalf of product teams to maximize service requests that can be handled by the service desk or experienced colleagues.
- Identifying training requirements and needs of the Service Desk and facilitating that training.
- Documenting processes and functionality, working with the Technical Writing team where appropriate.
- Improving the customer experience by removing the need for service requests, driving ticket deflection as a service initiative.
- Complex Cases & Defect Management
- Routing of priority or complex requests to the appropriate person.
- Prioritization of tickets by customer and/or urgency so that they can be addressed by the wider product teams in the most appropriate order, escalating where required.
- Triaging and experimenting with cases escalated from the L2 Service Desk team to the Product Department.
- Working with the wider Product department to get swift answers to service-related questions or identifying defects in a timely manner.
- Logging of defects with the appropriate level of prioritization with full detail, replication steps, and appropriate evidence.
- Keeping the customer feedback loop informed of updates and expected timelines to resolution.
- Product Operations
- Streamlining or automating routine tasks to help the product and operations teams use their time more efficiently.
- Identifying issues, proposing innovative solutions, and driving continuous improvement.
- Analyzing and identifying trends to make data-driven decisions, with a view for product enhancement.
- Ensuring key customer experience considerations and recommendations are passed back to Product Management.
- Liaising with the Customer Success and the Sales/Commercial teams.
3rd Line Support employer: Conferma Limited
Contact Detail:
Conferma Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support
✨Tip Number 1
Familiarise yourself with SQL and bug management tools, as these are crucial for the 3rd Line Support role. Being able to demonstrate your technical skills in these areas during discussions can set you apart from other candidates.
✨Tip Number 2
Showcase your problem-solving abilities by preparing examples of how you've identified and resolved issues in previous roles. This will highlight your proactive approach and align with our team's passion for enhancing product efficiency.
✨Tip Number 3
Network with current employees or professionals in the Product Operations field. Engaging in conversations about their experiences can provide valuable insights and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 4
Prepare to discuss how you would improve customer experience and streamline processes. Having a few innovative ideas ready can demonstrate your forward-thinking mindset and commitment to continuous improvement, which is key for this role.
We think you need these skills to ace 3rd Line Support
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the 3rd Line Support position. Understand the key responsibilities and required skills, such as bug management, SQL knowledge, and cross-functional collaboration.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the responsibilities of the role. Emphasise your problem-solving abilities, experience with service desk optimisation, and any technical skills related to SQL or product support.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences and your ability to identify product weaknesses. Mention specific examples from your past work that demonstrate your capability in managing complex cases and driving continuous improvement.
Highlight Collaboration Skills: Since the role involves liaising with various departments, make sure to mention any experience you have in cross-functional teamwork. Provide examples of how you've successfully collaborated with different teams to achieve common goals.
How to prepare for a job interview at Conferma Limited
✨Showcase Your Problem-Solving Skills
As a 3rd Line Support role is all about problem-solving, be prepared to discuss specific examples where you've identified and resolved complex issues. Highlight your analytical thinking and how you approach troubleshooting.
✨Familiarise Yourself with SQL
Since SQL knowledge is crucial for this position, brush up on your SQL skills before the interview. Be ready to answer questions or even solve problems related to database queries, as this will demonstrate your technical proficiency.
✨Understand Cross-Functional Collaboration
This role requires liaising with various departments. Be prepared to discuss your experience working in cross-functional teams and how you’ve effectively communicated insights or feedback between departments to improve processes.
✨Prepare for Customer Experience Discussions
The job focuses on enhancing customer experience. Think of examples where you've improved customer satisfaction or streamlined processes. Be ready to discuss how you would approach ticket deflection and improving service requests.
