Product Support Specialist

Cyncly; Ashby-de-la-Zouch; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A global technology firm is seeking a Product Support Specialist in Ashby de la Zouch. The role offers a hybrid work model and involves providing advanced application support, resolving elevated tickets, and collaborating with cross-functional teams. Applicants should have relevant IT experience, strong problem-solving skills, and excellent communication abilities.

Qualifications

• 6-12 months experience in IT field.
• Ability to troubleshoot complex technical issues.
• Strong interpersonal skills with a customer-focused attitude.

Responsibilities

• Provide advanced application and technical support.
• Respond to queries from Customer Support Agents.
• Prioritize and solve elevated support tickets.

Skills

Problem-solving skills

Excellent communication skills

Experience with support tools like Zendesk

Organizational skills

Customer-focused

Education

Equivalent experience in IT or Computer Science

Job description

Overview

Job Title: Product Support Specialist

Location: Ashby De La Zouch, Hybrid

Contract: Full-time, Permanent

Responsibilities

• Advanced application and technical support.
• Answering questions from Customer Support Agents in public SUPPORT TEAMS channel.
• Work on elevated tickets from local support to Elevated Support group in Zendesk.
• Prioritization of tickets and solving them accordingly.
• Bug/issue reporting to DEV.
• Forwarding valuable customer requests to Product Management.
• Provide statistics for Enterprise Success Plan customers.
• Respond to queries from Customer Support Agents in the public SUPPORT TEAMS channel.
• Handle elevated tickets from local support to Elevated Support group in Zendesk.
• Direct forms requests to Tech Team, GOC or development.
• Serve as a contact for Key Users of Elite and Enterprise Customers.
• Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accounts.
• Offer incident summaries to customers and relevant internal departments.

Qualifications

• Representing 6-12 months equivalent experience in Information Technology, Computer Science, or a related field, demonstrating a strong foundation in technical skills and knowledge.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal. English mandatory.
• Experience with support tools like Zendesk.
• Ability to work effectively in a team environment and collaborate with cross-functional teams in multiple locations.
• Strong organizational and prioritization skills.
• Customer-focused with the ability to manage customer expectations and resolve issues efficiently.

Working for us

At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.

That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better.

Come join us.