Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage client support and enhance product quality through user feedback analysis.
- Company: Join a dynamic team at Pulsar, focused on innovation and customer satisfaction.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Make a real difference by solving user issues and shaping product direction.
- Qualifications: Exceptional customer service skills and a passion for helping others.
- Other info: Engage with diverse teams and build strategic relationships across the company.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Product Support Specialist to join the Product team to oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders. A Product Support Specialist drives product quality and engagement by analyzing user issues at scale and championing their resolution. The ideal candidate will be able to immeasurably improve the product teams’ ability to resolve user issues. You must be product savvy, resourceful, patient and come with exceptional customer service skills. It is a priority for us that every user interaction works in the way it was designed to, so you need to be passionate about solving user issues and queries in an efficient and authoritative way. Put simply, you must love helping people!
Much of this role involves engaging with internal and external users, whether that be in Product, Sales, Customer Success, or Engineering. So, aligning across multiple teams and the ability to deal with many different personalities and priorities is a key skill.
We are looking for someone who can analyze data from multiple sources and combine it with user feedback to identify common themes, pain points and issues and then prioritize their resolution. By communicating key learnings to the wider product and development team, you will have a huge impact on shaping product direction.
Key Responsibilities- Oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders.
- Instill a focus on quality in the product culture by creating objective data driven recommendations that influence and shape product direction.
- Develop and communicate compelling analyses and recommendations about trends from user feedback to identify areas for new product opportunities and feature requests that can be made to improve customer experience and highlight these to the Product team.
- Follow up with clients where necessary once issues are resolved to evaluate satisfaction.
- Build strategic relationships and manage communication and alignment across multiple teams and departments across the business.
- Communicate new product releases and platform updates with relevant internal teams as soon as they become available.
- Improve, update, and create new articles, videos, and tutorials to maintain a healthy library of documentation for the platform.
- Be resourceful and be able to suggest alternative solutions or workarounds to clients, especially when there’s no development or product team at hand during US hours.
- Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products.
- Collaborate with Engineers and Product teams to shape, support, and execute product goals that positively impact the user experience.
Product Support Specialist (EMEA) employer: Isentia
Contact Detail:
Isentia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist (EMEA)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Show us that you’re not just another candidate; demonstrate your passion for helping users and improving their experience.
✨Tip Number 3
Practice your problem-solving skills! Think of common user issues and how you would tackle them. We love candidates who can think on their feet and come up with creative solutions.
✨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 us you’re genuinely interested in joining our team.
We think you need these skills to ace Product Support Specialist (EMEA)
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 customer service skills and any experience you have with product support or user engagement. We want to see how you can bring value to our team!
Show Your Passion: Let your enthusiasm for helping people shine through in your application. Share examples of how you've resolved user issues or improved customer experiences in the past. We love candidates who are genuinely excited about making a difference!
Be Data-Driven: Since this role involves analysing user feedback and trends, mention any experience you have with data analysis. Show us how you've used data to inform decisions or improve processes. We appreciate a candidate who can think critically and back up their ideas with evidence!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Isentia
✨Know the Product Inside Out
Before your interview, make sure you thoroughly understand the product and its features. Familiarise yourself with common user issues and think about how you would approach resolving them. This will show your passion for helping users and your ability to drive product quality.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your patience and resourcefulness in these situations. This will demonstrate that you have the exceptional customer service skills they’re looking for.
✨Be Data-Driven
Since the role involves analysing data and user feedback, come prepared with examples of how you've used data to identify trends or solve problems in previous roles. This will illustrate your analytical skills and your ability to influence product direction.
✨Demonstrate Team Collaboration
The role requires working across multiple teams, so be ready to discuss how you've effectively collaborated with different departments in the past. Share specific instances where you’ve built strategic relationships and managed communication to achieve a common goal.
