Product Support Specialist

7 months ago


Cheltenham, United Kingdom Red Maple Technologies Full time

Red Maple Technologies have an opportunity for a position of a Product Support Specialist who will work within the product development team. This role would suit someone with an operations background with broad technical skills, along with customer-facing experience and the ability to fix tactical issues.

You will work collaboratively with the Development & Sales Teams, Product Owner and Product Manager. We are looking for someone to develop the support function and grow with the business and you will be encouraged to research new technologies and processes to help us test and support the product range.

The position is a Cheltenham office-based role with flexible working from home opportunities. This is a full-time role, but part time applicants would be considered.

**Remuneration**: TBD

Main

**Responsibilities**:
Be the first point of contact for inbound communications from current and prospective clients. Ensure effective and efficient correspondence to give top level customer service.

Provide first line support to help unblock any issues customers are having as quickly as possible. Elicit as much information as possible from clients to log all incidents clearly and concisely.

Escalate incidents to the relevant internal team for assistance if more technical support is required.

Support onboarding new clients and trial users by setting up their accounts quickly and accurately. Carry out any ongoing management tasks for existing client accounts.

Organised and efficient management of support requests, ensuring clients are responded to within defined SLAs.

Establish strong working relationships with the Product, Engineering and Sales teams.

Support the engineering team with regular exploratory regression testing and monitoring the system.

Regular reporting of support activity against defined KPIs.

Creation and maintenance of support documentation and processes.

Provide regular feedback to the Product Owner and Product Manager to ensure the product is always being improved in line with customer needs.

Proactively learn about Red Maple’s products and their ongoing development.

Proactively learn about the cyber security industry and get up to speed with key industry terminology.

Opportunity to assist the sales team with demos to win new customers.

Key Skills and Qualities

Background in product support or IT operations.

Strong analytical and problem-solving skills.

Comfortable making independent decisions.

Good judgement on when to involve other teams.

Excellent written and verbal communication skills.

Provide a positive support experience for all customers.



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