Technical Product Support Specialist

3 weeks ago

Cardiff, United Kingdom Creditsafe Full time
Job Description

We are currently looking a Technical Product Support Specialist.


You will be expected to attend the office 50% of the working week, to align with our hybrid working policy.


WHO ARE WE?


At Creditsafe, we weave our core values of customer-obsession, trust, respect and the courage to be different into the very fabric of our culture. With these values, we’ve fostered a culture of growth, innovation, well-being and success for the last 20 years at Creditsafe and created a legacy of successful career trajectories within our community of Creditsafers.

Powering business decisions for over 100,000 business across the world requires more than just the right tools. As a company, we don’t shy away from rolling up our sleeves to do everything possible to create a welcoming environment where every new talent is guided, supported and nurtured to grow and become a part of the culture.

With 25 offices across 14 countries, our geographically disperse community of colleagues are a testament to our inclusive and diverse culture that comes together to solve complex problems and learn from each other.

Twice featured in The Sunday Times list of ‘100 Best Companies to Work,’ our list of successful Creditsafers who’ve created long-standing, strong career trajectories out of what started out as jobs, just keeps growing. We’re proud to be a part of a culture and a company where careers are made and where talent meet its true potential.


THE TEAM


Based in Cardiff Bay and remotely around the world, Group Product Support is part of the Group Product Team. Group Product Support is the escalation team for all of our global entities. This means that the customer queries raised to you will be challenging and you will often work with Product Managers and Tech to solve them.


THE ROLE


You will also participate in internal beta programmes and help in the design and testing of new features. We aim to continuously improve the customer experience and to help with this initiative you will create knowledge articles, training videos, how to guides etc.

The successful candidate for this role will also become an expert in our Connect API and work closely with the Product Managers to become a subject matter expert.


KEY DUTIES AND RESPONSIBILITIES


  • Provide functional and technical support to all users for all products managed by Creditsafe Group
  • Managing customer expectations and ensure key SLAs are met
  • Be the voice of the Customer: Validate new product releases by testing like a Customer, suggest product and service enhancements to improve the user experience and collaborate with Product Management and other functions to design and implement them
  • Become a product expert on our Connect API and building the knowledge to answer most queries raised by internal or external users
  • Participate in product release programs and actively stay up-to-date on Creditsafe products and services
  • Document FAQs and knowledge articles/blogs. Create how to content and videos
  • Promote continuous improvement and best practice within the department

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.


SKILLS AND QUALIFICATIONS


  • Bachelor's degree or equivalent practical experience
  • Ability to take ownership of a situation to achieve a speedy resolution
  • Able to communicate effectively with customers and colleagues of all levels
  • Excellent interpersonal skills enabling a collaborative working approach and ability to build working relationships
  • Technical competence (excellent knowledge of products & internal systems)
  • Experience working with API’s
  • Experience working with SQL
  • Experience working with Data Services
  • Proven problem-solving and analytical skills


BENEFITS


  • Competitive Salary.
  • Company Laptop supplied.
  • Bonus Scheme.
  • 25 Days Annual Leave (plus bank holidays).
  • Hybrid working model.
  • Healthcare & Company Pension.
  • Cycle to work and Wellbeing Programme.
  • Global Company gatherings and events.
  • E-learning and excellent career progression opportunities.
  • Plus more that can be found on the benefits section on the Careers page,


Creditsafe is an equal opportunities employer that values diversity. Please contact Creditsafe if there is any support you need with your application.

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