Product Support Specialist

Job description

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 offsh...