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- Tasks: Help customers solve technical issues and provide top-notch support.
- Company: Join a dynamic remote team focused on customer satisfaction.
- Benefits: Enjoy the flexibility of working from home with great corporate perks.
- Why this job: Be part of a culture that values problem-solving and customer experience.
- Qualifications: 2+ years in customer support, strong communication, and tech-savvy skills required.
- Other info: Contact Alice Armstrong at Hayward Hawk for more details.
The predicted salary is between 28800 - 43200 £ per year.
My client is hiring a Product Support Specialist to join their remote team. As a Product Support Specialist, you will serve as the initial point of contact for customers experiencing technical issues. A strong focus on customer satisfaction and proactive problem-solving will be essential for success in this role. You will manage and respond to incoming customer queries through ticketing systems and phone calls, striving to resolve issues at first contact. When escalation is necessary, you will coordinate with the appropriate internal teams to ensure timely resolution. With an operational mindset, you'll identify opportunities to enhance processes and improve the overall customer experience.
Key Responsibilities
- Respond promptly to customer issues during your assigned shift.
- Provide Tier 1 product support and technical troubleshooting.
- Manage incoming calls, tickets, and system alerts, and monitor ticket queues for timely handling.
- Assist customers via phone and ticket systems with a focus on resolution and support quality.
- Use Security Information and Event Management (SIEM) tools to analyze and identify root causes of issues.
- Collaborate with internal teams to escalate and resolve complex problems.
- Identify trends and potential larger issues in real-time and communicate them effectively.
- Maintain regular updates to support management regarding ongoing or trending concerns.
- Suggest improvements to processes or customer experiences where applicable.
- Gather and present technical information to answer customer inquiries.
- Facilitate communication between customers and internal teams for seamless issue resolution.
- Ensure timely resolution of tickets in accordance with service level agreements (SLAs).
Requirements
- Experience in a technical support/help desk role, with proven troubleshooting and triaging skills.
- Relevant degree, certification, or equivalent practical experience.
- A minimum of 2 years in a customer service/support environment.
- Excellent communication skills, including the ability to remain calm, empathetic, and solution-focused during customer interactions.
- Strong analytical, organizational, and teamwork abilities.
- Adaptability to shifting priorities and decision-making under time constraints.
- Solid triage and troubleshooting expertise with a creative approach to problem-solving.
- Basic knowledge of operating systems (Windows and Mac).
- Understanding of networking principles, including DNS, HTTP, IP, and VPNs.
- Familiarity with Active Directory and Active Directory Certificate Services.
- Capability to analyze system logs (e.g., server, computer, mobile) for root cause identification.
- Experience troubleshooting workstation and mobile environments (Windows, Mac, iOS, Android).
- Understanding of SaaS platforms and cloud infrastructure.
For more information, please contact Alice Armstrong at Hayward Hawk.
Skills:
Product Support Active Directory DNS Windows Mac
Benefits:
Work From Home
Product Support Engineer employer: Hayward Hawk
Contact Detail:
Hayward Hawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer
✨Tip Number 1
Familiarise yourself with common technical issues related to operating systems and networking principles. This will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Practice your communication skills by engaging in mock customer support scenarios. Being able to convey technical information clearly and empathetically is crucial for a Product Support Engineer.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on the latest trends in SaaS platforms and cloud infrastructure. Showing that you are knowledgeable about industry developments can set you apart from other candidates.
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise your troubleshooting skills and any specific tools or technologies you've worked with, such as SIEM tools or Active Directory.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and problem-solving. Provide examples of how you've successfully resolved customer issues in the past and how you can bring that experience to the Product Support Engineer role.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate clearly and empathetically. Use concise language and structure your application well to demonstrate your organisational skills.
Highlight Relevant Technical Knowledge: Mention your familiarity with operating systems, networking principles, and SaaS platforms. If you have experience analysing system logs or troubleshooting various environments, be sure to include that information to strengthen your application.
How to prepare for a job interview at Hayward Hawk
✨Showcase Your Technical Skills
Be prepared to discuss your experience with troubleshooting and technical support. Highlight specific examples where you've successfully resolved issues, especially using tools like SIEM or analysing system logs.
✨Demonstrate Customer-Centric Attitude
Since customer satisfaction is key in this role, share instances where you went above and beyond to help a customer. Emphasise your ability to remain calm and empathetic during challenging interactions.
✨Familiarise Yourself with the Company’s Products
Research the products and services offered by the company. Understanding their offerings will allow you to answer questions more effectively and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer issues or technical problems. Practise articulating your thought process and problem-solving approach clearly and confidently.
