Application Support & Product Executive in Ashford

Application Support & Product Executive

Rural Ashford – Office-based, transport required

£25,000 + benefits

Monday to Friday, 9.00 am – 5.30 pm

• Do you enjoy helping customers and working through problems until they are resolved?
• Are you interested in software, digital products and how technology can improve the way businesses operate?
• Would you like a varied role where you can develop from customer and application support into product ownership?

We are recruiting for an Application Support & Product Executive to join a small, growing software and digital solutions business based near Ashford. This is a varied position within a close-knit company, so you will need to be flexible and happy to get involved wherever support is needed. However, your main responsibility will be providing first-line application support to customers using the company’s digital products.

You will help customers resolve queries, understand how the software works and get the best possible value from the products available to them. As your knowledge develops, you will become a product champion within the business, taking greater ownership of particular products, helping with customer onboarding and identifying other solutions that may benefit clients.

What You Will Be Doing

• Acting as the first point of contact for customer support queries by telephone, email and online channels
• Investigating application issues and resolving straightforward problems
• Gathering the information needed to escalated more technical queries to the development team
• Keeping customers updated and making sure queries are followed through to completion
• Helping new customers get started with the company’s software and digital products
• Delivering online product demonstrations and user training
• Creating and maintaining user guides, support information and internal product documentation
• Building a strong understanding of the company’s different products and services
• Becoming a product champion for specific software solutions
• Gathering customer feedback and sharing it with the development and leadership teams
• Identifying additional products or features that could be useful to existing customers
• Supporting testing when new features, updates or products are released
• Assisting with general customer operations and administration, including invoicing
• Getting involved in wider business activities when required, which may include events, customer communications and occasional marketing support

Who This Role Would Suit

This role could suit a graduate, an early-career candidate or somebody with experience in customer service, software support, IT support, SaaS or digital products. You do not need to be a developer or have advanced technical knowledge, but you should be comfortable learning how software works and explaining it clearly to other people.

You will need to be:

• Customer-focused, patient and confident communicating with different people
• Interested in technology, software and digital products
• Comfortable investigating problems and asking the right questions
• Organised and able to keep track of several customer queries
• Proactive and willing to take ownership rather than waiting to be told what to do
• Flexible and happy to support different areas of a small business
• Confident using online systems and learning new software
• Able to explain information clearly without relying on technical jargon

Experience in application support, first-line IT support, customer success or SaaS would be helpful, but attitude, communication skills and the ability to learn are equally important.

The Opportunity

This is not simply a role where you will answer support queries all day. You will initially build your knowledge through customer and application support, but the longer-term aim is for you to take ownership of products, become the internal expert and help customers understand which solutions could benefit their organisation. For the right person, this could develop into a Product Owner, Product Specialist or Customer Success position as the business continues to grow.

What Is On Offer

• Salary of £25,000
• 5% employer pension contribution
• 20 days’ holiday plus bank holidays
• Your birthday off
• Hands-on experience across application support, customer operations and SaaS products
• The opportunity to develop towards product ownership
• A varied role within a supportive and close-knit team

Due to the company’s rural location, access to your own transport is essential.