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Product Support Specialist
<table><tbody><tr><td><p><strong>Job title</strong></p><p>Product Support Specialist<br></p></td><td><p></p></td></tr><tr><td><p><strong>Location</strong></p><p>Remote</p></td><td><p></p></td></tr><tr><td><p><strong>Department</strong></p><p>Customer Operations<br></p></td><td><p></p></td></tr><tr><td><p><strong>Reports to</strong></p><p>Head of Commercial Operations <br></p></td><td><p></p></td></tr></tbody></table> <p></p> <table><tbody><tr><td colspan="2"><p><strong>Job description</strong></p></td></tr><tr><td colspan="2"><p>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.</p></td></tr><tr><td colspan="2"><p><strong>Responsibilities</strong></p></td></tr><tr><td><p>Handling Client Support Queries</p></td><td><ul><li>Serving as a primary point of contact for day-to-day product support queries from clients</li><li>Triaging and resolving incoming support tickets promptly, maintaining exceptional customer service standards</li><li>Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently</li><li>Escalating complex technical issues to the engineering team where necessary, providing clear context and documentation</li></ul></td></tr><tr><td><p>Supporting Client Success Managers</p></td><td><ul><li>Working closely with CSMs to ensure clients receive a seamless and high-quality experience</li><li>Assisting CSMs with account setup testing and configuration, liaising with the offshore Support Team as needed</li><li>Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect</li><li>Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems</li></ul></td></tr><tr><td><p>Developing Outstanding Product Expertise</p></td><td><ul><li>Developing thorough and in-depth knowledge of the Appointedd platform, including configuration, features, and common client use cases</li><li>Staying up to date with product changes and updates to ensure accurate and informed support</li><li>Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients</li></ul></td></tr><tr><td><p>Continuous Improvement</p></td><td><ul><li>Identifying recurring issues or gaps in product knowledge and flagging these for internal review</li><li>Collaborating with all business teams to ensure a consistently high level of service is maintained</li><li>Contributing to the improvement of support processes, documentation, and internal knowledge bases</li></ul></td></tr><tr><td colspan="2"><p><strong>Requirements</strong></p></td></tr><tr><td colspan="2"><ul><li>You care deeply about our clients and get a buzz from solving their problems and making them happy</li><li>You love working with people and thrive in a collaborative team environment</li><li>You are motivated by getting things right first time because you know how much this matters to our clients</li><li>You are passionate about excellent delivery, ticking jobs off your list, and getting stuff done</li><li>You have strong communication skills and a clear, professional manner when dealing with clients</li></ul></td></tr></tbody></table> <p></p>