Product Support Specialist

3 weeks ago

London, United Kingdom Pulsar Full time

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 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

_____________________________________________________________________________

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

_____________________________________________________________________________

  • 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

_____________________________________________________________________________

  • 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

_______________________________________________________________________

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.

  • Support & Product Specialist

    3 weeks ago

    London, United Kingdom Pulsar Full time

    Position: Product Support Specialist Reporting into: Based: Hybrid (Remote/Office) 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...

  • Support & Product Specialist

    3 weeks ago

    London, United Kingdom Pulsar Full time

    Position: Product Support Specialist Reporting into: Based: Hybrid (Remote/Office) 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 Support Specialist

    1 month ago

    London, United Kingdom Unmind Full time

    **About Unmind** Unmind is a workplace mental health platform. We empower employees to live more fulfilling and balanced lives by changing the way organisations around the world think about mental health. We believe that everyone has the right to a healthy mind - because we all have mental health, all of the time - and we’re striving to create a world...

  • Product Support Specialist

    1 week ago

    London, United Kingdom Pulsar Full time

    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...

  • Product Support Specialist

    4 days ago

    London, United Kingdom Pulsar Full time

    Position: Product Support SpecialistPlease read the information in this job post thoroughly to understand exactly what is expected of potential candidates.Reporting into: Product ManagerBased: Hybrid (Remote/Office)Who we are: Pulsar is an audience intelligence SaaS platform and digital strategy consultancy. We help companies track, visualize, and understand...

  • Product Support Specialist

    3 weeks ago

    London, United Kingdom Pulsar Full time

    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...

  • Product Support Specialist

    3 weeks ago

    London, United Kingdom Pulsar Full time

    Job DescriptionPosition: Product Support SpecialistReporting into: Product ManagerBased: 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...

  • Product Support Specialist

    3 weeks ago

    London, United Kingdom Pulsar Full time

    Position: Product Support SpecialistReporting into: Product ManagerBased: 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...

  • Product Support Specialist

    6 days ago

    London, United Kingdom Mixxos Full time

    Product Support SpecialistWorking from home but flexible to travel into LondonTemporary role with a potential view to go permanent after September.£16.83 per hour, paid weekly whilst temporaryWe are recruiting for a inspiring candidate with a passion for creating mentally healthy workplaces. Who shares the same values as our clients company, has high...

  • Senior Product Designer

    5 days ago

    London, United Kingdom In Product Full time

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in officeHave you got the right qualifications and skills for this job Find out below, and hit apply to be considered.In Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of...

  • Senior Product Designer

    6 days ago

    London, United Kingdom In Product Full time

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in officeIn Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of significant growth. This business has become the go-to partner in the B2B Health space, and their direct to...

  • Senior Product Designer

    5 days ago

    London, United Kingdom In Product Full time €85,000

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in office In Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of significant growth. This business has become the go-to partner in the B2B Health space, and their direct to...

  • Senior Product Designer

    5 days ago

    London, United Kingdom In Product Full time €85,000

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in office In Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of significant growth. This business has become the go-to partner in the B2B Health space, and their direct to...

  • Senior Product Designer

    4 days ago

    London, United Kingdom In Product Full time

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in officeIn Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of significant growth. This business has become the go-to partner in the B2B Health space, and their direct to...

  • Senior Product Designer

    4 days ago

    London,, UK, United Kingdom In Product Full time

    Senior Product Designer - £85,000 plus Stock Options - London Hybrid working 2 days a week in officeIn Product is partnered with a Scale-up business who have after a period of stability and reaching profitability they are experiencing a period of significant growth. This business has become the go-to partner in the B2B Health space, and their direct to...

  • Product Support Specialist

    2 days ago

    London, United Kingdom IntApp Full time

    **Technical Product Support Analyst** **City of London - hybrid working** Intapp is looking for a Technical Product Support Specialist to join our client support team. This position will handle internal requests for our cloud-based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes and controlling site...

  • Product Support Specialist

    7 days ago

    London, United Kingdom SOM-3 RECRUITMENT LIMITED Full time

    **Role**: Product Support Specialist **Salary**: £60k - £65k **Benefits**: Pension, Income Protection, Life Insurance, Private Medical Insurance & lots more! **Location**: Bishopsgate, East London (Hybrid - 2 days on-site, 3 WFH) Due to increasing work demands, this role has now become available and will be expected to provide a full service across...

  • Product Support Specialist

    3 weeks ago

    London Area, United Kingdom Pulsar Full time

    Position: Product Support SpecialistReporting into: Product ManagerBased: 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...

  • Product Support Specialist

    3 weeks ago

    London Area, United Kingdom Pulsar Full time

    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...

  • Product Support Specialist

    3 weeks ago

    London Area, United Kingdom Pulsar Full time

    Position: Product Support SpecialistReporting into: Product ManagerBased: 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...