Product Support

2 weeks ago

Wilmslow, United Kingdom SES Secure Limited Full time

Job Overview:
We are seeking a highly motivated and detail-oriented individual to join our team as a Product Support Specialist. You will be responsible for providing exceptional customer service and technical assistance to our clients that require rapid and continued access to their mission critical SaaS Applications. This is an excellent opportunity for someone who enjoys problem-solving and has strong communication skills.

**Responsibilities**:
You will be a key member in the Operations team and help with the technical design, creation and delivery of our SAAS Escrow Solutions in all technical areas. This includes complying with our ISO 9001 and 27001 policies and process, supporting the pre-sale's function, scoping calls and the design of any bespoke elements from the customer’s requirement.

You will be expected to assist with our current implementations and help to enhance the offerings for the following public could providers:

- Microsoft Azure
- Amazon Web Services
- Google Cloud Platform

For each service provider you will need to develop a good understanding of the ecosystems, how SES can work within their environments and what challenges will need to be overcome when implementing new SAAS Escrow Solutions.

You will need to be confident in your ability to create internal documentation and customer briefing documents in support of existing and new services we offer. You must be able to effectively communicate these solutions and their benefits to the customer when required.

You must understand how to deploy and maintain the agreements you are responsible for and support the beneficiary within the terms of the agreement. This knowledge must be captured, documented and tested on a regular schedule to ensure the business has the necessary information to support these SAAS requirements and reduce the risk of incomplete service coverage and knowledge gaps. Analyze customer inquiries and provide accurate and timely responses.

**Experience**:

- Excellent communication skills, both verbal and written
- Strong problem-solving abilities with attention to detail
- Familiarity with phone etiquette and professional communication standards
- Experience in adminstering SaaS public cloud platforms such as Google, AWS and Azure

If you are passionate about providing exceptional customer service, have strong analytical skills, and enjoy working in a fast-paced environment, we would love to hear from you. Join our team as a Product Support Specialist and contribute to our mission of delivering outstanding support to our valued customers.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, qualifications, or working conditions associated with the role.

**Salary**: £30,000.00-£45,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Paid volunteer time
- Transport links
- Work from home

Flexible Language Requirement:

- English not required

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

**Education**:

- Certificate of Higher Education (preferred)

Work Location: Hybrid remote in Wilmslow, SK9 3HP

Reference ID: SES Product Support Specialist

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