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
Required Experience:
IC
Job titleProduct Support SpecialistLocationRemoteDepartmentCustomer OperationsReports toHead of Commercial Operations Job descriptionA Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Succe...
Job title
Product Support Specialist
Location
Remote
Department
Customer Operations
Reports to
Head of Commercial Operations
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
Job descriptionWe’re looking for a Junior Account Executive to join our tight-knit team and help grow our pipeline to the next level.What we need:This is an opportunity to become a pivotal member of our experienced Commercial Team. You will contribute to the growth and embedding of Ap
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