Client-Centric Product Support Specialist

appointedd; City of Edinburgh; On-site; GBP 28,000 - 34,000; Full time

Job summary

appointedd in Edinburgh is seeking a Product Support Specialist to deliver exceptional day-to-day product support to clients, working closely with Client Success Managers to help users maximise the platform and resolve issues swiftly for a consistently excellent experience.

You will triage and resolve tickets, coordinate with offshore support, assist with account setup and training, and develop deep product knowledge to improve support processes and client outcomes.

Qualifications

• You care deeply about our clients and get a buzz from solving their problems and making them happy.
• You love working with people and thrive in a collaborative team environment.
• You are motivated by getting things right first time because you know how much this matters to our clients.
• You are passionate about excellent delivery, ticking jobs off your list, and getting stuff done.
• You have strong communication skills and a clear, professional manner when dealing with clients.

Responsibilities

• Serving as a primary point of contact for day-to-day product support queries from clients
• Triaging and resolving incoming support tickets promptly, maintaining exceptional customer service standards
• Coordinating with our 24/7 offshore Support Team to ensure queries are handled efficiently and consistently
• Escalating complex technical issues to the engineering team where necessary, providing clear context and documentation
• Working closely with CSMs to ensure clients receive a seamless and high-quality experience
• Assisting CSMs with account setup testing and configuration, liaising with offshore Support Team as needed
• Supporting the delivery of client training and UAT to ensure accounts are set up exactly as clients expect
• Providing CSMs with timely updates on open support issues and flagging any patterns or recurring problems
• Developing thorough and in-depth knowledge of the Appointedd platform, including configuration, features, and common client use cases
• Staying up to date with product changes and updates to ensure accurate and informed support
• Liaising with the internal product team on technical fixes and maintaining a well-managed feedback loop from clients
• Identifying recurring issues or gaps in product knowledge and flagging these for internal review
• Collaborating with all business teams to ensure a consistently high level of service is maintained
• Contributing to the improvement of support processes, documentation, and internal knowledge bases

Job description

appointedd in Edinburgh is seeking a Product Support Specialist to deliver exceptional day-to-day product support to clients, working closely with Client Success Managers to help users maximise the platform and resolve issues swiftly for a consistently excellent experience.

You will triage and resolve tickets, coordinate with offshore support, assist with account setup and training, and develop deep product knowledge to improve support processes and client outcomes.