Responsibilities
- Develop technical product support processes and workflows, introducing a new level of support that will help to action customer-facing issues faster.
- Investigate, triage and resolve escalated issues, providing a high-quality experience for customers.
- Handle urgent incidents, working with Engineering and Operations to reduce customer impact.
- Work cross-functionally using a data-driven approach, to prioritise customer-impacting features and improve product quality.
- Develop new processes and suggest solutions that will enable the team or customers to self-resolve issues, or pre-empt them.
- Provide process and troubleshooting documentation, and deliver regular training to the team.
Requirements
- A background in technical support or similar.
- A passion for helping and solving customer issues, challenging decisions made.
- Ability to be calm and handle tough customer issues.
- Strong analytical skills.
- An effective communicator and can work cross-functionally with Operations, Product and Engineering.
- You love to learn new skills and want to develop your existing ones to maximise your potential.
- You care about the impact you make and take ownership of your work.
Product Support Specialist Recruitment Agency in London, Wellness Recruitment Agency in London