Product Support Specialist

4 weeks 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 access. This position may also include support ticket work through our help desk queue to diagnose and troubleshoot user issues.
In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Intapp Platforms.

What you’ll do:

- Responsible for triaging and resolving support tickets that flow into the help desk queue.
- Assist employees with questions regarding new client site provisioning, changes and feature enablement.
- Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features.
- Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team.
- Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester.
- Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution.
- Provide clear and concise verbal and written communications with end-users.
- Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.
- May assist in new product release testing and UI feedback sessions with the Product team.
- May work on some product support tickets as needed to investigate, triage and resolve tickets that flow through the queue.

**What you'll get**:

- Competitive compensation, including meaningful equity participation
- Challenging and rewarding work
- Generous benefits package
- An incredible team of smart people to work with

**What you’ll need**:

- Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field.
- Strong Excel skills
- Deep knowledge of Windows OS and Microsoft Office Suite
- Knowledge of help desk ticketing and workflows
- Sharp troubleshooting and analytical abilities
- Basic scripting and programming experience is a plus
- Great verbal and written communication skills
- Understanding of functional programming concepts
- Dedication and commitment to resolve client issues
- Experience with SaaS (cloud based) software deployments
- Ability to work independently

**Bonus if you have**:

- Microsoft,.NET, SQL or similar certification
- Expert understanding of.NET Platform
- Strong understanding of data structures and algorithms
- Experience in C# and Entity Framework
- VBA programming experience (other languages acceptable)
- Ability to interact with a wide range of customers and technical issues
- Experience working in a dev environment, i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux
- Experience working in the private equity or investment banking sector is a strong plus

**What you will gain at Intapp**:
Our culture at Intapp emphasizes accountability, responsibility, and growth. We support each other in a positive, open atmosphere that fosters creativity, approachability, and teamwork. We’re committed to creating a modern work environment that’s connected yet flexible, supporting both professional success and work-life balance. In return for your passion, commitment, and collaborative approach, we offer:

- Competitive base salary plus variable compensation and equity
- Generous paid parental leave, including adoptive leave
- Traditional comprehensive benefits, plus:

- Generous Paid Time Off
- Tuition reimbursement plan
- Family Formation benefit offered by Carrot
- Wellness programs and benefits provided by Modern Health
- Paid volunteer time off and donation matching for the causes you care about
- Home office stipend
- Opportunities for personal growth and professional development supported by a community of talented professionals
- An open, collaborative environment where your background and contributions are valued
- Experience at a growing public company where you can make an impact and achieve your goals
- Open offices and kitchens stocked with beverages and snacks

Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws. All offers are conting

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