Product Support Specialist

About Company:

Established in 1998, Joblogic is the fastest growing UK-based SaaS Company, with offices in the UK, Pakistan and Vietnam. We have been in the business for close to 30 years and are currently enjoying significant growth and expanding our operations nationwide.

Joblogic is a leading industry in service management software, providing field service businesses (i.e, HVACR, Plumbing & Heating and Electrical Contracting and Maintenance) across the world with an all-in-one management solution SaaS / CRM. Our product delivers world-class software to aid in streamlining operations, increasing profitability, ensuring compliance and achieving rapid growth for all field service businesses.

About the Role:

As a Product Support Specialist, you will be responsible for supporting our new and existing customers on the Joblogic Platform. Mobile and Desktop Application. The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries (i.e., Technical and Non-Technical System Issues, Guiding Customers on How to use the System) on a large scale over Live Chat, Email & Phone. You will work closely with our Customer Success & Development teams to become the support specialist for thousands of new and existing businesses. This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, share a passion for technology and a love for working in a dynamic environment.

Job Responsibilities:

• Replicate, understand and troubleshoot end-user technical / non-technical issues via telephone, email or live web Chats.
• Provide restorative or maintenance actions to resolve end-user problems.
• Manage customer escalations in accordance with agreed SLAs and support agreements
• Maintain a high level of customer engagement and satisfaction
• Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.
• Ability to Present complex technical information to non-technical audiences.
• Track incidents and calls, entering data timely and accurately into the Tracker (Ticketing Software).
• Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams.
• Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Adapt to/learn new product enhancements quickly to include in training resources.
• Act as a backup to the other team members as per the workload/business requirement.

Essential Experience and Skills

• Minimum of 2-years (recent) of proven related experience within an organisation that provides software solutions (preferably within the service management industry).
• Prior experience in using Ticket Tracking/ logging tools (e.g., Zendesk, Oracle, Salesforce, Tracker and etc).
• Prior experience with customers in screen sharing software's (e.g., Zoom, Any desk, Teams, Logmein etc).
• Experience in Live chat tools like Intercom will be preferred.
• Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot product related issues.
• Ability to translate technical solutions to customers in a non-technical and easy to follow manner.
• International Work/Project/Campaign experience i.e USA, UK, CANADA.
• Excellent communication (Verbal and Written) Skills - Native.
• Excellent interpersonal skills.
• Eagerness to learn and develop skills to improve work performance.
• Working knowledge of MS Office (Spreadsheet, Word Processor, PowerPoint & etc)
• Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
• Be able to prioritize work based on business and customer demands.
• Willingness to work in Rotational Shift patterns as per business needs (Time Zones GMT, Eastern Time or etc).
• A team player, with the ability to communicate and work effectively with other departments.
• Probation Period will be 6 months as per the UK Policies.

Nice to have:

• Technical experience (SQL & Dev Work).
• Hands-on experience in Jira.
• Quality Control (QC) Experience.
• Prior Experience in Customer Queries Audit.
• Prior Experience in Team members Coaching Sessions.

What we Offer:

• Professional Working environment
• Market Competitive Salary
• Life Insurance & Medical Insurance (Including Family)
• OPD
• Provident Fund
• Gym Facility
• Maximum 45 Weekly Hours (Monday-Friday)
• Remote Working (During Pandemic Situation)
• Company trip
• 29 Annual Leaves. Including Bank Holidays
• 8 Sick & uncapped Compassionate Leaves (As per Company Policy)