Product Support Analyst

Addition Solutions Ltd

Leeds, UK

10 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

1 year minimum

Compensation

£26,000.0 - £28,000.0

Working hours

Shift work

Job source

JIRA Software as a Service SQL Databases

Act as the first point of contact for customers needing product support across phone and email.
Diagnose and resolve technical queries quickly, with a strong focus on achieving high first-line resolution rates.
Take ownership of customer issues from initial contact through to resolution, ensuring communication stays clear throughout.
Work closely with the Product team when more complex technical problems need investigation or escalation.
Help create and maintain useful product documentation, making it easier for customers to find answers and self-serve.
Deliver a consistently high standard of service and contribute to an excellent overall customer experience.

At least 1 year of experience within product support, technical support or a customer service environment.
A background working in a SAAS organisation is preferred.
Strong problem-solving skills with experience handling issues in a technical setting.
Confident written and verbal communication skills, including a professional and personable telephone manner.
A genuine interest in technology and the motivation to develop within a growing technical support function.
Experience supporting SaaS products or working within a scale-up environment would be beneficial.
Exposure to SQL and support desk platforms would be advantageous such as Fresh Desk or Jira.

Competitive salary with regular pay reviews.
Flexible hybrid working with a central Leeds office.
Personal development budget for relevant courses, professional certifications and conferences.
4pm Finish every Friday.
Pension scheme.
Over 4 different options for career development avenues.
Regular social events throughout the year.
Structured training, mentoring and opportunities to learn from experienced technical and customer teams.
The chance to build your career within a growing technology business where customer experience is taken seriously.