Product Support Specialist - london, United Kingdom - Pulsar

Description

Position: Product Support Specialist

Reporting into: Product Manager

Based: Hybrid (Remote/Office)

Who we are: Pulsar is an audience intelligence SaaS platform and digital strategy consultancy. We help companies track, visualize, and understand what is being said on the web, on social media, search, and their own websites in order to help them generate insights for marketing and product. Our clients include Facebook, Twitter, Amazon, Paramount, Mazda, Netflix, Spotify and Heineken, to name a few.

Our group: Pulsar is part of the Pulsar Group. Pulsar Group is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of more than 60,000 global brands in the PR, communications and marketing industries. Our technology helps them understand what's important to their customers, stakeholders and their brand as they navigate a constantly changing world of influence online, in media, politics and social media. We provide practical tools and human insight to power their communications and realize a step change in awareness, reputation and engagement. We're an AIM listed PLC that is ambitious and growing - fast - with our long-term vision to create technologies that contribute to a world of open and effective communication.

Why join us: We work in a fun, friendly, supportive and inclusive environment, where people operate with a high degree of autonomy, over four different time zones across Europe and the United States. We value excellence, creative courage, bright ideas, and the ability to have fun. Check us out at:

WHO WE'RE LOOKING FOR

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We are looking for a Product Support Specialist to join our established Product team to oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar's clients and stakeholders.

A Product Support Specialist drives product quality and engagement by analyzing user issues at scale and championing their resolution. The ideal candidate will be able to immeasurably improve the product teams' ability to resolve user issues. You must be product savvy, resourceful, patient and come with exceptional customer service skills. It's a priority for us that every user interaction works in the way it was designed to, so you need to be passionate about solving user issues and queries in an efficient and authoritative way. Put simply, you must love helping people

Much of this role involves engaging with internal and external users, whether that be in Product, Sales, Customer Success, or Engineering. So, aligning across multiple teams and the ability to deal with many different personalities and priorities is a key skill.

We are looking for someone who can analyze data from multiple sources and combine it with user feedback to identify common themes, pain points and issues and then prioritize their resolution. By communicating key learnings to the wider product and development team, you will have a huge impact on shaping product direction.

KEY RESPONSIBILITIES

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• Oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar's clients and stakeholders.
• Instill a focus on quality in the product culture by creating objective data driven recommendations that influence and shape product direction.
• Develop and communicate compelling analyses and recommendations about trends from user feedback to identify areas for new product opportunities and feature requests that can be made to improve customer experience and highlight these to the Product team.
• Follow up with clients where necessary once issues are resolved to evaluate satisfaction
• Build strategic relationships and manage communication and alignment across multiple teams and departments across the business.
• Communicate new product releases and platform updates with relevant internal teams as soon as they become available.
• Improve, update, and create new articles, videos, and tutorials to maintain a healthy library of documentation for the platform.
• Be resourceful and be able to suggest alternative solutions or workarounds to clients, especially when there's no development or product team at hand during US hours.
• Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products.
• Collaborate with Engineers and Product teams to shape, support, and execute product goals that positively impact the user experience.

All staff have a responsibility and an essential role to play in safeguarding Pulsar Group's information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group Information Security Policy and the policies and processes outlined in the Pulsar Group Information Security Management System (ISMS).

REQUIRED SKILLS AND EXPERIENCE

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• At least 2 years of experience working in tech, consulting, or an operational capacity that ideally involves client management.
• Experience prioritizing competing demands in an ambiguous, fast-paced environment.
• Experience constructing interpersonal relationships across multiple teams, communicating technical content and analytical insights to multiple audiences.
• Involved, passionate and loves all things Product and able to feed into the Roadmap and suggest ideas on how to improve user experience.
• Familiarity with software development practices and ability to work with and understand software engineers.
• Experience with technical writing, bonus for video editing/production experience.
• An ability to grasp customers' needs and suggest timely solutions, and explain complex information in simple, clear terms to non-technical clients and users.
• Experience working with both in-house and virtual teams; excellent communication skills.
• Positive attitude combined with good interpersonal skills and must be confident enough to deal with difficult clients; an ability to work well under pressure and multi-task.
• Product savvy, data and analytics driven, able to suggest solutions / improvements to the dev team or product team, based on real user data.
• Experience with APIs would be desirable, but not essential.

DIVERSITY

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We know that innovation thrives in teams where diverse points of view come together to solve hard problems. As such, we are explicitly seeking individuals who will bring diverse life experience, diverse educational background, diverse culture, and diverse work experience. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.