Product Support Specialist – Part-Time

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide first-rate customer support through phone, email, and live chat, delivering timely and precise solutions.

• Oversee the Zendesk helpdesk to ensure support tickets are acknowledged, monitored, escalated, and resolved within service level agreements (SLAs).

• Diagnose technical issues and escalate more intricate problems when necessary.

• Enhance and contribute to the chatbot and self-service support resources.

• Conduct technical onboarding for new educational institutions.

• Develop comprehensive product knowledge and assist in creating help center documentation.

• Collaborate with team members across various departments using HubSpot and other CRM systems to exchange customer insights.

⛳️ Requirements

• Previous experience in customer or product support, preferably within SaaS, EdTech, or digital products.

• Exceptional communication skills, encompassing professional telephone etiquette, clear written communication, and active listening abilities.

• A friendly, people-oriented attitude, with the capability to stay calm and professional in high-pressure situations.

• Strong analytical and creative problem-solving skills.

• Ability to effectively prioritize and multitask in a fast-paced environment.

• Tech-savvy with a solid understanding of IT tools and platforms.

• Proactive, curious, and eager to acquire new skills.

• Highly motivated and committed to providing outstanding support and surpassing expectations.

🏝️ Benefits

• 4-day workweek.

• Comprehensive private medical insurance for you, your partner, and any children for whom you are the legal guardian, covering GP services, mental health pathways, dental and optical care, enhanced hospital lists, and full medical coverage.

• Enhanced parental leave policy.

• Eye examination scheme.

• Office closure between Christmas and New Year.

• £1,000 annual personal allowance for training and development.

• Opportunity for rapid advancement in a fast-growing company.

• Company pension scheme.

• Dynamic company culture.

• Regular company-sponsored social events.