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For Companies At a Glance
- Tasks: Assist customers with product inquiries and troubleshoot technical issues.
- Company: Join SheerID, a dynamic company focused on customer success.
- Benefits: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Make a real difference by advocating for customer needs and improving products.
- Qualifications: Bachelor's degree or equivalent experience; customer support skills required.
- Other info: Be part of a diverse team committed to inclusivity and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Product Support Specialists are responsible for assisting SheerID’s customers by answering product inquiries, troubleshooting technical issues, and facilitating change requests related to SheerID’s products and customer programs. They contribute to public-facing documentation and guides in SheerID’s knowledge base and play a key role in identifying customer needs to advocate for product improvements. This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID’s customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking.
Role Specific Job Duties
- Triage incoming issues and requests, either taking ownership of or delegating the issue as appropriate in a timely manner.
- Provide technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicated.
- Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed.
- Meet defined SLOs for ticket response and resolution times, as well as other core metric targets.
- Ensure complete resolution of issues directly or via available escalation paths.
- Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering to advocate for customer needs and product improvements.
- Develop public-facing content for SheerID’s knowledge base.
- Be available for rotating on-call duties via PagerDuty outside of regular business hours and able to take decisive action on incoming after-hours issues independently.
- Develop and maintain internal documentation for troubleshooting, tools, and processes.
- Maintain in-depth working knowledge of SheerID’s products and offerings.
- Maintain in-depth working knowledge of internal systems, tools, and processes.
- Proactively identify areas of improvement for both the customer experience and internal efficiency.
- Special projects and other duties as assigned.
Required Skills / Experience
- Bachelor’s degree from an accredited university (or equivalent work experience).
- 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment).
- 1-2 years of technical writing experience (preferably public-facing documentation or technical guides).
- Experience using Zendesk or equivalent ticketing system.
- Adept within MacOS and Google Workspace environments.
- Excellent oral and written communication skills.
- Strong ability to bridge communication between technical and non-technical customers and stakeholders.
- Reliable attendance with evening, weekend, and holiday availability.
SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Product Support Specialist, UK employer: SheerID
Contact Detail:
SheerID Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist, UK
✨Tip Number 1
Get to know SheerID inside out! Familiarise yourself with their products and services, as well as the common issues customers face. This will help you stand out during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers through various channels, it's crucial to convey information clearly and empathetically. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former SheerID employees on LinkedIn. They can provide valuable insights about the company culture and the role, plus it might just give you an edge in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining the SheerID team.
We think you need these skills to ace Product Support Specialist, UK
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 in customer-facing technical support and any technical writing you've done. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your excellent oral and written communication skills. Use clear and concise language in your application to show us you can bridge the gap between technical and non-technical audiences.
Highlight Your Problem-Solving Abilities: We love candidates who can think critically and resolve issues effectively. In your application, share examples of how you've tackled technical problems in the past, especially in high-pressure situations. This will help us see your potential as a Product Support Specialist.
Apply Through Our Website: To make sure your application gets to us directly, please apply through our website. This way, we can review your application more efficiently and keep you updated on the process. We can't wait to hear from you!
How to prepare for a job interview at SheerID
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of SheerID’s products and services. Familiarise yourself with common technical issues and how to troubleshoot them. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding, and ensure you address the specific points raised. This will showcase your ability to communicate effectively, which is crucial for a Product Support Specialist.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experience where you successfully resolved customer issues or improved processes. Be ready to explain your thought process and the impact of your actions.
✨Showcase Your Empathy
As a Product Support Specialist, empathy is key. During the interview, share experiences where you’ve had to understand and advocate for customer needs. Highlight how you maintained professionalism while dealing with challenging situations, as this will resonate well with the interviewers.
