Product Support Specialist

Product Support is where customer experience meets technology. This is a 1st line role, focused on triage, troubleshooting and customer communication, with more complex issues escalated to our Development and QA teams. You'll be the person who helps users get the best out of our platform, while working closely with our Product and Development teams to investigate issues, improve quality, and share feedback that genuinely makes a difference.

Specifically, you will:

• Respond to customer and internal helpdesk support requests in a helpful, professional way

• Troubleshoot platform issues and gather clear details to support investigation

• Replicate bugs and document steps clearly for the Development and QA teams

• Log and track issues using an issue management system (e.g. Jira)

• Keep users updated with clear progress notes and realistic expectations

• Identify common trends and recurring issues, feeding back into the wider team

• Support and improve user guidance materials

Experience in a customer-facing software support role (ideally B2B / SaaS)

• Strong troubleshooting skills and a logical, methodical approach

• Confidence communicating with users via email, tickets and calls

• Experience working to service levels / SLAs and managing priorities effectively

• Comfortable working as part of a remote team

You'll be joining a team where you'll quickly build deep knowledge of our platform and broaden your technical skills, supported by regular product releases and close collaboration with our Product and Development teams. You'll also get genuine variety in the work, supporting a wide range of organisations, from household-name charities and fast-growing start-ups to public sector bodies across the UK.

At Webrecruit, we help organisations attract and manage talent through our recruitment advertising and technology solutions - supporting a wide range of organisations, from household-name charities and fast-growing start-ups to public sector bodies across the UK. Our platform, Webrecruit ATS, helps employers build their employer brand, promote vacancies, manage applications, and deliver a better candidate experience. Alongside the ATS, we also support a range of careers site solutions, helping customers create a stronger end-to-end recruitment journey. Since 2001, Webrecruit has been at the forefront of recruitment advertising and technology, and we've got some exciting developments planned across our products. If you enjoy solving problems, helping people, and want to build deep product knowledge in a growing SaaS business… read on.