Product Support Specialist

About the Role

We are looking for an experienced Product Support Specialist with strong technical know-how and problem-solving skills to join our Product Team to assist customers who are having technical issues or queries.

You will work within the Product Team, and report issues to the Product Managers to then be planned and prioritised to be resolved. You will also advocate for the Business Development, Customer Success & Marketing Teams in planning meetings for any technical tickets that require taken care of and provide timely updates on progress of tickets to team members and customers. You’ll need to be a team player and a great communicator to be successful in this role.

Your Responsibilities

  • Responding to support issues by customers in a clear and concise manner via Zendesk

  • Troubleshooting platform technical issues as raised by customers, explaining the best solution to solve the problem and escalating issues to Product Managers where necessary

  • Providing timely status updates to customers of ongoing support inquiries

  • Effectively communicating topline bugs to Customer Success team

  • Working to KPIs such as customer satisfaction and service level agreement metrics

  • Functioning as the voice of the customer and provide internal feedback to our Product Team

  • Managing developers’ time to action wider team tasks

  • Managing stakeholder expectations on the planning and delivery of tasks and bug fixes

  • Suggesting & implementing improvements to processes under your control

  • Taking ownership of any additional tasks assigned by the Product Managers or Head of Product and seeing them through to successful completion

Job Requirements

  • Minimum 2 years working in a customer service environment with front line customer support experience (in a technical capacity or environment)

  • Excellent verbal and written communication skills

  • Good knowledge of cloud & business software (e.g. Gdocs, Excel, PowerPoint) 

  • Used to working independently in a fast-paced environment

  • Good time management and prioritisation skills

  • Ability to confidently build rapport and trust through written & verbal communication

  • Very proficient and comfortable using a variety of technology and software

  • Experience using Zendesk / Intercom or similar CRM preferred but not essential

  • Knowledge of systems such is Confluence and Jira preferred but not essential

  • Previous experience in SEO / Digital Marketing product or customer service teams preferred but not essential

  • Experience working for a SaaS business is preferred but not essential

 

Personal Profile

  • Positive, friendly and professional

  • Highly proactive and self-disciplined 

  • Excellent attention to detail and an analytical mind 

  • A natural problem solver who relishes new challenges

  • Adaptable, flexible, keen to learn and can think on their feet

  • Not afraid to question how things are done and to suggest ways to do things better

  • Able to collaborate with different teams and personality types, and able to build good relationships with colleagues

  • Passionate about work and strive to have a positive impact every day  

  • Happy to be the ‘expert’ and educate those around

  • Able to focus on the task at hand in a busy, fast-paced office

  • Self-motivated & able to work autonomously on your tasks

 

About BrightLocal

We are a Brighton-based Software-as-a-Service (SaaS) business that helps digital marketing agencies and brands improve their SEO and online marketing performance. 

Founded in 2009, we have been growing consistently, year-on-year, and today our products are used by over 5,000 businesses and agencies around the world.

We employ 170 people across 4 countries – UK, USA, Ukraine and the Philippines. Brighton is our HQ and our global management and operational hub.

We are a people-focused business and fully committed to giving every team member the most positive work experience possible. We do this by providing abundant opportunities to learn new skills, building fantastic working relationships, and supporting you in realising your life goals, all within a culture that cherishes individuality and champions teamwork and collaboration.

Please take a look at our Glassdoor profile to find out more about the type of business and employer we are.

 

Our Mission

To enable every marketer to be brilliant at local SEO

 

Our People-First Philospphy 

We believe the best way to enable our customers to be successful is to ensure that our team members are successful. 

By providing the most positive work experience possible, each of us has the opportunity to be our best-self, at work and in life; we will be motivated, passionate, committed, and happy, and ready to help our customers in every way we can. 

 

Perks & Benefits of working at BrightLocal

Company Bonus

Every team member enters into our company bonus scheme (worth up to 20% of annual salary) related to targets.

Holidays

We offer 25 days annual holiday (plus bank holidays) and you get a day off for your birthday, too. 

Health and Wellbeing Support

We are firm believers in supporting our team members in body and mind. We provide a diverse range of health and wellbeing benefits including Vitality Private healthcare (includes dental cover, CBT support and free access to Headspace App), free flu jabs and eye-care vouchers, weekly in-office massages and a comprehensive bike-to-work scheme to get people moving! 

Training

We believe in continual learning and support every team member to gain the skills and experience for them to grow in their chosen career.

Each team member has an annual training budget to spend on external & online courses to develop their career and specialism.

We encourage teams to attend conferences together to develop a shared understanding of best practices.

We will help you gain experience & training to turn your day to day work into a skill. You will receive extensive training on SEO, marketing and the BrightLocal platform.

Working Environment

The office is informal and casual. We expect people to work hard but also to enjoy their time at work. We have a constantly-stocked drinks fridge and our kitchen cupboards overflow with snacks - of both the healthy and (very) unhealthy kind. 

We love to celebrate all team members’ birthdays - enjoy cakes, drinks and cards!

And we also make a big deal of important work anniversaries with presents and gift cards.

The music is always on and we take time out every few weeks to do fun team activities. We tend to break early on a Friday afternoon to ‘prepare for the weekend’ - i.e. lots of food (snacks) and drinks (beer, wine, G&Ts and soft drinks - take your pick!) 

Team Activities and Social

We believe that getting to know each other personally and trying new things makes work all the more enjoyable.

Team lunches and Friday beers are a regular thing.

Quarterly team building activities offer something for everyone (escape rooms, volleyball, sailing trips, go karting and more...).

Working Abroad

We encourage work-life balance by enabling our employees to work abroad for up to 3 weeks a year – be it France, New Zealand, Costa Rica or Bali… the world is there to be explored and we want to help you explore it.

Covid-19 Update

Throughout the Covid-19 pandemic our team have been working remotely to help keep them safe and avoid further spreading of the virus. This approach will continue until it is declared safe for us to return to the office, and we can safely work side by side again. 

However, we will continue to support each individual’s choice to work for home until they personally feel safe and happy to return to the office. 

We feel incredibly fortunate that BrightLocal has remained stable and profitable throughout the pandemic and we hit our revenue and growth goals for 2020. We have been able to support any struggling customers with long-term payment holidays and through additional training and support. We have had zero redundancies and have grown many of the teams across the business to ensure that we are in a strong position to help and support our growing customer base in 2021 and beyond.


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