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- Tasks: Be the go-to person for customers facing tech issues and solve problems fast!
- Company: Join a dynamic team focused on enhancing customer experiences through tech support.
- Benefits: Enjoy the flexibility of working from home while making a real impact.
- Why this job: This role offers hands-on experience in tech support and a chance to improve customer satisfaction.
- Qualifications: You need 2 years in customer service and solid troubleshooting skills; tech-savvy is a must!
- Other info: Reach out to Alice Armstrong at Hayward Hawk for more details.
The predicted salary is between 28800 - 48000 £ per year.
My client is hiring 2x Product Support Specialists – 1 at graduate level, 1 with more experience. 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: Technical support Troubleshooting Customer Service Benefits: Work From Home
Product Support Specialist employer: Hayward Hawk
Contact Detail:
Hayward Hawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist
✨Tip Number 1
Familiarize yourself with common technical issues and troubleshooting techniques related to operating systems like Windows and Mac. This knowledge will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice your communication skills by role-playing customer interactions. Being calm, empathetic, and solution-focused is crucial, so try to simulate real-life scenarios to prepare for the types of calls you might receive.
✨Tip Number 3
Brush up on your understanding of networking principles such as DNS, HTTP, and VPNs. Having a solid grasp of these concepts will not only boost your confidence but also show your potential employer that you're ready to tackle technical challenges.
✨Tip Number 4
Be prepared to discuss how you've identified trends or larger issues in previous roles. Sharing specific examples of how you improved processes or customer experiences can set you apart from other candidates.
We think you need these skills to ace Product Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasize any troubleshooting skills and familiarity with operating systems and networking principles that align with the job description.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer satisfaction and problem-solving. Provide specific examples of how you've successfully resolved customer issues in the past, showcasing your analytical and communication skills.
Highlight Relevant Skills: Clearly list your technical skills, such as knowledge of SIEM tools, Active Directory, and SaaS platforms. Mention your ability to analyze system logs and troubleshoot various environments, as these are crucial for the role.
Showcase Adaptability: Demonstrate your adaptability and decision-making skills in your application. Provide examples of how you've managed shifting priorities or worked under time constraints in previous roles, which is essential for this position.
How to prepare for a job interview at Hayward Hawk
✨Showcase Your Technical Skills
Be prepared to discuss your technical support experience in detail. Highlight specific troubleshooting scenarios you've encountered and how you resolved them, especially those involving operating systems and networking principles.
✨Demonstrate Customer-Centric Mindset
Since customer satisfaction is key, share examples of how you've successfully handled difficult customer interactions. Emphasize your ability to remain calm and empathetic while focusing on solutions.
✨Familiarize Yourself with SIEM Tools
Understand the basics of Security Information and Event Management tools, as they are crucial for analyzing issues. If possible, mention any experience you have with these tools during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Practice responding to hypothetical situations where you need to triage and resolve customer issues quickly, demonstrating your analytical and organizational skills.
