Product Support Specialist

Responsibilities

We are representing a confidential SaaS organization seeking a Product Support Specialist to deliver outstanding day-to-day product support to clients. You will work closely with Client Success Managers as a key resource helping clients maximize platform value, resolve issues quickly, and ensure consistently excellent experiences.

• Serve as a primary point of contact for day-to-day product support queries from clients
• Triage and resolve incoming support tickets promptly while maintaining exceptional customer service standards
• Coordinate with 24/7 offshore Support Team to ensure queries are handled efficiently and consistently
• Escalate complex technical issues to the engineering team with clear context and documentation
• Work closely with Client Success Managers to ensure clients receive seamless, high-quality experiences
• Assist with account setup testing and configuration, liaising with offshore Support Team as needed
• Support delivery of client training and user acceptance testing to ensure accounts meet client expectations
• Develop thorough knowledge of the platform including configuration, features, and common client use cases
• Stay current with product changes and updates to ensure accurate, informed support
• Liaise with internal product team on technical fixes and maintain feedback loops from clients
• Identify recurring issues or knowledge gaps and flag for internal review
• Contribute to improvement of support processes, documentation, and internal knowledge bases

What We're Looking For

• Passionate about client satisfaction and motivated by solving problems and creating happy customers
• Strong interpersonal skills with enthusiasm for working collaboratively in a team environment
• Motivated by accuracy and getting things right first time because you understand its importance to clients
• Passionate about excellent delivery with strong organizational skills and drive to complete tasks efficiently
• Strong communication skills with a clear, professional manner when interacting with clients
• Based in the United Kingdom

How We Work With You

Apply through Get A Job.ai and our talent team will conduct an initial screening. We will then submit qualified candidates to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our recruiting process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and welcomes applications from all qualified candidates regardless of background.