Job Description

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Product Support Specialist

JO0000004298_1642160206
Up to £25000.00 per annum
Sam Mathieson

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Sam Mathieson

Our client are a small but rapidly growing software company. They work as a tight knit team to deliver solutions that are consistently better than their competition. Due to this rapid growth they are now looking for a Product Support Specialist to join the team.

Why are they different? I think this story tells it all.

They recently employed an account manager who used to work for a competitor. In his previous role days would consist of traveling around the country visiting annoyed customers who would complain about the system. Since joining our client he hasn't had any days like this and can focus on improving the customers' processes and helping them deliver a better experience to their customers.

Want to be part of that then read on.....

A successful candidate would be joining a company in its early stages so would get exposure to all the challenges and opportunities that are associated with that.

They are looking for a self-motivated, organised individual with strong communication skills to join the growing team. This multi-faceted role will see the successful candidate involved in multiple aspects of the software development life cycle, focusing mainly on support and testing.

Job Description

Joining a small but rapidly growing business, you will be given a variety of responsibilities to help support our products and customers. Your main responsibilities will be:

  • Respond to customer queries via telephone and email.
  • Log any bugs reported by customers to our ticketing software, solving immediately where possible and escalating to 2nd line support where necessary.
  • Test bug fixes by the 2nd line support team to ensure they comply with the stakeholder requirements.
  • Ensure software bugs are fixed in a timely manner, providing feedback to customers when they have been fixed.
  • Log customer change requests and own the request throughout its life cycle. This will include gathering requirements and providing stakeholders with feedback at relevant milestones.
  • Responsible for testing new product features, working closely with the development team to help resolve bugs/problems.
  • Responsible for signing off new product features before they are released to a production environment.
  • Maintain FAQ pages for common customer queries.
  • Maintain customer support process documentation.

Over time you will develop a strong knowledge of the products. As an expert in the products you will be able to:

  • Build good relationships with key customer contacts, helping them to resolve issues and documenting new feature suggestions.
  • Provide on boarding assistance to new customers by using your product knowledge to answer questions and suggest best practices.

Necessary skills

  • Excellent communication skills.
  • At least 1 year experience working in a software development company.
  • Work well as part of a team.
  • Self-motivated.
  • Strong English skills.

Benefits

  • Competitive salary.
  • Flexible hours.
  • Work from home.
  • Quarterly team socials.

Headway Recruitment is acting as an Employment Agency in relation to this vacancy. Headway Recruitment are an equal opportunities employer and we are committed to a policy of diversity, equality and inclusion.

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