Product Support Specialist

2 weeks ago

London, United Kingdom Cazoo Full time

**Summary**:
Product Support Specialists work tightly with our engineering teams and are responsible for responding to issues and queries raised by our frontline depts and resolving those issues where possible. They also suggest improvements that could be made to our services to reduce issues or manual effort, and may work on user guides and training material for the areas in which they specialise.

This is a relatively new function within Cazoo and you will be someone that enjoys working in a fast paced environment with a hands-on attitude, data-driven with an eye for good process.

This is a great entry-level role to join one of the UK's fastest growing companies and add value right away. We believe this role can be a stepping stone to a number of roles within Cazoo, for example Product Analyst/Manager, Software Engineer etc.

**About this role and the impact you will have**:
As a Product Support Specialist you will...
- Triage, investigate and resolve incoming product support requests and issues
- Handle escalated support issues for the areas you become more specialised in
- Liaise with stakeholders to collate relevant data that aids engineering teams in prioritising issues
- Work with Product Design, User Research and Product Management to analyse requests to highlight any Product gaps
- Collaborate with other Product Support Specialists to improve processes and share knowledge/best practice
- Create and maintain user guides and training material for the products you support
- Be inspired by new technology, competitors/like-minded businesses, future thinking and more to suggest opportunities to improve Cazoo

**Required Skills and Experience**:
You will be someone who...
- Is interested in Technology / Design / Product Management and is looking for an opportunity to break into this area
- Enjoys solving problems in a collaborative way
- Can document tasks and processes to a high standard, and explain them to others
- Is focussed on providing an excellent customer service experience
- Is personable and likes to build great working relationships with others
- Will be comfortable with the potential for some rota-based shift work in the future

You might also have
- Experience in a 2nd/3rd line Application Support type role
- Knowledge of web technologies including, but not limited to: HTML, CSS, JavaScript, HTTP, Restful APIs
- Experience with data visualisation / log discovery tooling e.g. Kibana, Splunk, DataDog
- Experience with AWS toolset
- Experience with Salesforce, CRM tools
- Hands-on database experience, either SQL on NoSQL

**Benefits**:
Along with a competitive salary, we offer an outstanding benefits package, including annual bonus and 25 days holiday (plus an extra day for your birthday). At Cazoo we are passionate about wellbeing as such we provide an annual wellness fund and are partnered with a leading healthcare provider. We also offer up to 5% salary matched pension schemes, along with life insurance and critical illness cover.

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