Product Support Specialist

Job description

A Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Success Managers, you will be a key resource in helping clients get the most out of our platform, resolving issues quickly and efficiently, and ensuring a consistently excellent experience.

Responsibilities

Handling Client Support Queries

Serving as a primary point of contact for day-to-day product support queries from clients

Triaging and resolving incoming support tickets promptly, maintaining exceptional customer service standards

Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently

Escalating complex technical issues to the engineering team where necessary, providing clear context and documentation

Supporting Client Success Managers

Working closely with CSMs to ensure clients receive a seamless and high-quality experience

Assisting CSMs with account setup testing and configuration, liaising with the offshore Support Team as needed

Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect

Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems

Developing Outstanding Product Expertise

Developing thorough and in-depth knowledge of the Appointedd platform, including configuration, features, and common client use cases

Staying up to date with product changes and updates to ensure accurate and informed support

Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients

Continuous Improvement

Identifying recurring issues or gaps in product knowledge and flagging these for internal review

Collaborating with all business teams to ensure a consistently high level of service is maintained

Contributing to the improvement of support processes, documentation, and internal knowledge bases

Requirements

You care deeply about our clients and get a buzz from solving their problems and making them happy

You love working with people and thrive in a collaborative team environment

You are motivated by getting things right first time because you know how much this matters to our clients

You are passionate about excellent delivery, ticking jobs off your list, and getting stuff done

You have strong communication skills and a clear, professional manner when dealing with clients

Originally posted on Himalayas