Job description
A Product Support Specialist is someone who is passionate about delivering outstanding day-to-day product support to our clients. Working closely with our Client Success Managers, you will be a key resource in helping clients get the most out of our platform, resolving issues quickly and efficiently, and ensuring a consistently excellent experience.
Responsibilities
Handling Client Support Queries
- Serving as a primary point of contact for day-to-day product support queries from clients
- Triaging and resolving incoming support tickets promptly, maintaining exceptional customer service standards
- Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently
- Escalating complex technical issues to the engineering team where necessary, providing clear context and documentation
Supporting Client Success Managers
- Working closely with CSMs to ensure clients receive a seamless and high-quality experience
- Assisting CSMs with account setup testing and configuration, liaising with the offshore Support Team as needed
- Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect
- Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems
Developing Outstanding Product Expertise
- Developing thorough and in-depth knowledge of the Appointedd platform, including configuration, features, and common client use cases
- Staying up to date with product changes and updates to ensure accurate and informed support
- Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients
Continuous Improvement
- Identifying recurring issues or gaps in product knowledge and flagging these for internal review
- Collaborating with all business teams to ensure a consistently high level of service is maintained
- Contributing to the improvement of support processes, documentation, and internal knowledge bases
Requirements
- You care deeply about our clients and get a buzz from solving their problems and making them happy
- You love working with people and thrive in a collaborative team environment
- You are motivated by getting things right first time because you know how much this matters to our clients
- You are passionate about excellent delivery, ticking jobs off your list, and getting stuff done
- You have strong communication skills and a clear, professional manner when dealing with clients
Skills Required
- Strong communication skills
- Clear and professional manner when dealing with clients
- Ability to solve client problems and deliver excellent customer service
- Ability to work collaboratively in a team environment
- Strong attention to detail and commitment to getting things right the first time
- Ability to manage tasks and deliver work efficiently
What We Do
Take bookings in just two taps! Sign up for our trial through the link in our bio Login at http://app.appointedd.com Email [email protected] Appointedd is on a mission to support the world’s biggest brands to manage their time, faster and better. Founded in 2011 with flexibility at its core, this award-winning online booking and scheduling solution has transformed online booking into something extraordinary, empowering customers around the world to book anything, anywhere in as little as two taps. Appointedd cares deeply about enabling its clients to provide exceptional customer experiences, powering bookings in 167 countries for companies large and small. For more information please visit www.appointedd.com
