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 w...