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Product Support Analyst
Location:Gillingham
Salary:£25,000 - £30,000 per annum
About the Role
We are seeking a detail-oriented and customer-focused Product Support Analyst to join our team in Hempstead. In this role, you will play a key part in ensuring the smooth operation of our products by providing technical support, troubleshooting issues, and working closely with internal teams to enhance the customer experience.
Key Responsibilities
- Provide first-line and second-line support for product-related queries and technical issues.
- Investigate and diagnose customer-reported problems, ensuring timely resolution.
- Collaborate with internal teams, including development, QA, and product management, to escalate and resolve complex issues.
- Maintain accurate records of reported issues and solutions using ticketing systems.
- Assist in testing new product updates and enhancements before release.
- Identify recurring issues and recommend process improvements to enhance product performance and customer satisfaction.
- Provide user training and guidance where necessary.
Key Skills & Experience
- Previous experience in a technical support, product support, or customer service role.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is advantageous.
- Familiarity with software applications, databases, or web-based platforms is a plus.
- Ability to manage multiple tasks and prioritise effectively.
