Product Support Specialist

**KEY INFORMATION**

**Company**:Pulsar (part of the Access Intelligence group)**
**Position**: Product Support Specialist

**Reports into**: Product Manager

**Location**: Hatton Garden, London with hybrid office/home working available

**Annual Salary**: Up to £30,000 dependent on experience

**ROLE OVERVIEW**

This is an exciting opportunity for someone building a career in tech, who is passionate about helping people. We are looking for a Product Support Specialist to join the Product team in our London office to oversee and manage all aspects of client serviceand ensure continuous support is provided to all Pulsar’s clients and stakeholders in the UK. A Product Support Specialist drives product quality and engagement by analysing user issues at scale and championing their resolution.
Much of this role involves engaging with internal and external partners, whether that be in Product, Client Retention, Customer Success, or Development. So aligning across multiple teams and the ability to deal with many different personalities and prioritiesis a key skill.

**KEY RESPONSIBILITIES**
- Manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders in the UK, during 9am to 5:30pm
- Follow up with clients where necessary once issues are resolved to evaluate satisfaction
- Develop and communicate compelling analyses and recommendations about trends from user feedback to identify areas for new product opportunities that can be made to improve customer experience and highlight these to the Product team
- Build strategic relationships and manage communication and alignment across multiple teams and departments across the business.
- Communicate platform updates with relevant internal teams as soon as they become available.
- Liaise with US Support to ensure we have an Intercom Rota and cover in place at all times.
- Be resourceful and suggest alternative solutions or workarounds to clients, especially when there’s no development or product team at hand during GMT hours.
- Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products
- Collaborate with Developers and Product team to shape, support, and execute product goals that positively impact the user experience

**Other**
- All staff have a responsibility and an essential role to play in safeguarding Access Intelligence’s information and that of its customers. You are required to take all reasonable steps to comply with the Access Intelligence Information Security Policy andthe polices and processes outlined in the Access Intelligence Information Security Management System (ISMS).
- We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn._

**PROFILE & EXPERIENCE**
- 2+ years of experience working in tech, consulting, or an operational capacity, ideally involving client management.
- Experience prioritizing competing demands in an ambiguous, fast-paced environment
- Experience constructing interpersonal relationships across multiple teams, communicating technical content and analytical insights to multiple audiences
- Involved, passionate and loves all things Product and is able to feed into the Roadmap and suggest ideas on how to improve user experience
- Familiarity with software development practices and ability to work with and understand software engineers
- An ability to grasp customers’ needs and suggest timely solutions, and explain complex information in simple, clear terms to non-technical clients and users
- Experience working with both in-house and virtual teams; excellent communication skills
- Positive attitude combined with good interpersonal skills and must be confident enough to deal with difficult clients.
- Product savvy, data and analytics informed, able to suggest solutions / improvements to the dev team or product team, based on real user data.

**DIVERSITY**

We know that innovation thrives in teams where diverse points of view come together to solve hard problems. As such, we are explicitly seeking individuals who will bring diverse life experience, diverse educational background, diverse culture, and diversework experience. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.

**WHO WE ARE**

**Access Intelligence** is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analysedata and create insights to understand what has impact on an organisation and their key audiences - from customers to stakeholders, politicians to influencers and the media.

The evolving Access Intelligence portfolio includes **Isentia**, the market-leading media monitoring, intelligence and insights solution provider;**Pulsar**, the most advanced audience intelligence and social listening platform;**Vuelio**, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and **ResponseSource**, the network that connects journalists and influencers to the PR and communications industry.

Access Intelligence is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.