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- Tasks: Support our award-winning Dealcloud product and resolve client issues with a focus on customer satisfaction.
- Company: Join Intapp, a growing software house with a collaborative and innovative culture.
- Benefits: Enjoy competitive pay, wellness programs, flexible time off, and professional development opportunities.
- Why this job: Make a real impact in a dynamic environment while expanding your skills in tech support.
- Qualifications: Degree in IT or related field, strong problem-solving skills, and experience in client-facing roles.
- Other info: Work in a modern office with complimentary lunches and a supportive team atmosphere.
The predicted salary is between 36000 - 60000 £ per year.
City of London – hybrid working
Intapp is a growing software house providing enterprise SaaS solutions to over top tier professional and financial services firms. We have over staff and offices across The US, UK, Europe and Singapore and are now looking for a Product Support Analyst to join our Client Support team based in London to support our multi-award winning Dealcloud product, used by over financial services and investment banks. This position will handle internal requests for our cloud-based SaaS platforms.
Responsibilities include:
- Provisioning new client sites, handling client site changes and controlling site access.
- Support ticket work through our help desk queue to diagnose and troubleshoot user issues.
- Solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction.
- Performing detailed research through in-depth knowledge of the Intapp and Dealcloud platforms.
What you’ll do:
- Responsible for triaging and resolving support tickets that flow into the help desk queue.
- Assist employees with questions regarding new client site provisioning, changes and feature enablement.
- Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features.
- Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team.
- Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester.
- Work collaboratively with Product Support Specialists on problem analysis and submit recommendations for solution.
- Provide clear and concise verbal and written communications with end-users.
- Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.
- May assist in new product release testing and UI feedback sessions with the Product team.
- May work on some product support tickets as needed to investigate, triage and resolve tickets that flow through the queue.
What you’ll need:
- Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field.
- 18 months to 3 years commercial experience, ideally in a client facing application support role.
- Strong Excel skills.
- Strong communication skills and a client focused approach.
- Excellent problem-solving skills and the ability to work with limited supervision.
- Experience with SaaS (cloud based) software.
- Deep knowledge of Windows OS and Microsoft Office Suite.
- Knowledge of help desk ticketing and workflows.
- Ability to read and analyze application error logs.
- Sharp troubleshooting and analytical abilities.
- Understanding of functional programming concepts.
- Dedication and commitment to resolve client issues.
Bonus if you have any of the following:
- Microsoft, .NET, SQL or similar certification.
- Basic scripting and programming experience.
- Expert understanding of .NET Platform.
- Strong understanding of data structures and algorithms.
- Experience in C# and Entity Framework.
- VBA programming experience (other languages acceptable).
- Ability to interact with a wide range of customers and technical issues.
- Experience working in a dev environment, i.e. Visual Studio, SQL Server, TFS, Entity Framework, Aspose or React/Redux.
- Experience working in the private equity or investment banking sector is a strong plus.
What you’ll gain at Intapp:
- Opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients.
- Be part of a growing public company, with a modern work environment that’s connected yet flexible and where your professional growth and well-being are top priorities.
- Collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.
- Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals.
- Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration.
- Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family.
Product Support Specialist in England employer: Intapp
Contact Detail:
Intapp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist in England
✨Tip Number 1
Network like a pro! Reach out to current employees at Intapp on LinkedIn or through mutual connections. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by diving deep into the Dealcloud product. Familiarise yourself with its features and common issues users face. This will show your genuine interest and help you stand out.
✨Tip Number 3
Practice your problem-solving skills! Think of real-life scenarios where you had to troubleshoot an issue. Be ready to share these experiences during your interview to demonstrate your analytical abilities.
✨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, it shows you’re serious about joining the team at Intapp.
We think you need these skills to ace Product Support Specialist in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Specialist role. Highlight your relevant experience, especially in SaaS and client-facing support, to show us you’re the perfect fit!
Show Off Your Skills: Don’t hold back on showcasing your technical skills! Whether it’s your Excel prowess or your understanding of Windows OS, let us know how these skills will help you tackle the challenges of the role.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clear communication, so make sure your points are easy to understand and directly related to the job description.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Intapp
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the Dealcloud product and its features. Familiarise yourself with common issues users face and how to troubleshoot them. This will not only show your technical knowledge but also your commitment to providing excellent support.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues. Be ready to discuss your thought process and the steps you took to reach a solution. This will demonstrate your analytical abilities and how you handle pressure in a client-facing role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, both verbally and in writing. Since this role involves a lot of communication with clients, being able to convey technical information in an understandable way is crucial. Consider doing mock interviews with friends or using online platforms to refine your communication skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about the team dynamics, the challenges they face, or how success is measured in the position. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
