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- Tasks: Join us as a Product Support Specialist, helping users with software issues and training.
- Company: We're a dynamic SaaS company focused on delivering top-notch customer support.
- Benefits: Enjoy a hybrid work model, flexible hours, and a competitive salary between £28,000 - £35,000.
- Why this job: Be part of a collaborative team that values customer satisfaction and continuous improvement.
- Qualifications: 2-3 years in software support, strong communication skills, and a knack for problem-solving required.
- Other info: Work Monday to Friday with early finishes on Fridays and opportunities for growth.
Product Support – Software / SaaS Nottingham, hybrid £30,000 – £35,000 Monday to Friday: Hours are 9 -5 Monday to Thursday & 9 – 1 Fridays. There is flexibility with the hours. Overview: As a Product Support Specialist, you will ensure exceptional support for the end-users. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction. You will provide technical product support for both internal and external customers and partners, managing the all customer issues while maintaining regular communication to keep customers informed of the status. Additiolly, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform. Key Responsibilities: Product Support: * Provide support covering all issues, primarily related to their Software platform * Troubleshoot issues, including system unavailability and data integrity issues, and propose resolutions or workarounds to maintain customer satisfaction * Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions * Ensure accurate handling of escalations to other functions ensuring that Service Level Agreements are always met * Collaborate with Product Management for customer enhancement requests and prioritisation of issues directly impacting customers that are reported through the support channel * Act as the point of contact to customers taking total ownership of an issue to see it through to completion. Product knowledgebank: * Manage and assist in developing and revising product documentation, including training presentations, exercises, quick reference guides, and other support materials * Assist in the development of customer-facing materials about upcoming product releases * Lead the creation and maintenance of knowledgebases for all software offerings Process Improvement: * Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement * Develop and maintain metrics and dashboards to monitor customer health for use by other customer-facing functions * Produce regular reports on support ticket volumes, response times, and resolution rates * Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets. * Collaborate with cross-functional teams to implement strategies based on data insights for enhancing customer experience and support efficiency * Work closely with Quality to review and confirm or improve all support SOPs and process documentation Skills, Qualifications & Experience * A minimum of 2-3 years of experience in helpdesk/customer support of software products * Ability to clearly and effectively communicate with customers and team members, both verbally and in writing. * Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently. * Competence in using support software, troubleshooting technical issues, and understanding the product or service. * Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations. * Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets. * Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements. * Self-motivated, experience working independently with minimal guidance in a rapidly changing environment and handling pressure Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful
Product Support - Software / SaaS employer: Kinetic Office Recruitment
Contact Detail:
Kinetic Office Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support - Software / SaaS
✨Tip Number 1
Familiarize yourself with common software support issues and solutions. This will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. As a Product Support Specialist, you'll need to convey technical information clearly to customers, so practice explaining complex concepts in simple terms.
✨Tip Number 3
Showcase your experience with support software and troubleshooting techniques. Be ready to discuss specific tools you've used and how you've resolved customer issues in the past.
✨Tip Number 4
Prepare examples of how you've contributed to process improvements in previous roles. Highlight any metrics or data you've analyzed to enhance customer support efficiency.
We think you need these skills to ace Product Support - Software / SaaS
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Product Support Specialist position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to emphasize relevant experience in helpdesk or customer support roles, particularly in software products. Use specific examples that demonstrate your problem-solving skills and ability to communicate effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your understanding of the software industry. Mention any experience you have with troubleshooting technical issues and collaborating with cross-functional teams.
Highlight Data Analysis Skills: Since the role involves collecting and analyzing support data, be sure to mention any experience you have with metrics, dashboards, or reporting. This will show that you can contribute to process improvements and enhance customer experience.
How to prepare for a job interview at Kinetic Office Recruitment
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've identified and resolved technical issues in previous roles. Highlight your ability to troubleshoot effectively and communicate solutions clearly to customers.
✨Demonstrate Empathy and Communication
Since the role involves direct customer interaction, practice articulating your thoughts clearly and empathetically. Prepare to share instances where you successfully managed challenging customer interactions.
✨Familiarize Yourself with the Product
Research the company's software platform and understand its features and common issues. This knowledge will help you answer questions confidently and show your genuine interest in the product.
✨Prepare for Data-Driven Discussions
Since the role involves analyzing support data, be ready to discuss how you've used metrics to improve processes in past positions. Think about trends you've identified and how they led to actionable improvements.
