Product Support Analyst - Teston, United Kingdom - P3 Search & Selection

P3 Search & Selection
P3 Search & Selection
Verified Company
Teston, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Support Specialist / Product Support Analyst - client services, website management, B2B SaaS, ZenDesk, Product Support
This role offers great training and lots of opportunities for career progression.


Our rapidly growing ecommerce client is seeking a dynamic, hands-on and technically astute Customer Support Specialist / Product Support Analyst to work with the product specialists to deliver the latest initiatives to benefit customers portfolios.


As Customer Support Specialist / Product Support Analyst, you will work closely with customers, to provide ongoing support, advice, and day-to-day management of all requests, aligned to the customers' business objectives.

You will need to understand thecompany products, offer impeccable levels of service and build and maintain customer relationships, to become a trusted advisor.


Technical skills required:


  • The ability to understand the software and aid in identifying defects, features and requests.
  • Knowledge & understanding of ISO2700
  • Ability to use internal software such as ZenDesk, JIRA and SugarCRM.
  • Analyse and interpret different data sets for the use of reporting/KPIs/Benchmarking.
  • Previous experience of working in client services, website management, or B2B SaaS experience.
  • Strong digital skills & proficient with Microsoft Office.


The successful Customer Support Specialist / Product Support Analyst will have strong communication skills internally and externally, and the ability to build positive relationships.


Other duties will include:


  • Engaging with customers daily via ZenDesk, telephone, video calls and face to face meetings.
  • Ensure all SLAs and/or contractual agreements with suppliers/partners/customers are adhered to, responding to all requests in a quick, clear and effective manner.
  • Responsibility of all customer requests & actively seeking solutions to these, including product configurations and issues.
  • Regular QAs of your customers' websites/software to proactively spot any areas of improvement or issues that require resolution.
  • Have a detailed technical understanding that facilitates resolution in "firsttouch" where possible including configuration issues and data feeds
  • Working with product specialists to deliver the latest initiatives to benefit your customer portfolio.
  • Ensure all customers are kept up to date regularly with latest industry/market trends and product information.
  • Analysing the performance of the customer's website and make suggestions for


You will need to understand the products, offer impeccable levels of service and build and maintain customer relationships, to become a trusted advisor.


This is a permanent position, based in Kent/remote and is paying a salary of up to £30,000 + great benefits.


Again, we are looking for a ambitious Customer Support Specialist / Product Support Analyst to work with the product specialists to deliver the latest initiatives to benefit customers portfolios.

**Customer Support Specialist / Product Support Analyst - client services, website management, B2B SaaS, ZenDesk, Product Support
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