Product Support Specialist

TechNET IT; Cheltenham; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading enterprise software company based in Cheltenham is looking for a Product Support Specialist to provide technical support for their software solutions. Responsibilities include diagnosing technical issues and assisting customers via various channels. Candidates should have at least 2 years of IT support experience and excellent communication skills. Desirable skills include fluency in German and experience in customer support. The position offers a competitive salary.

Benefits

25 days annual leave

Six-month probation period

Qualifications

• Minimum of 2 years' experience in an IT support role, or completion of at least 2 years of a degree-level computer science course.
• Strong analytical and diagnostic abilities.
• Excellent written and verbal communication skills.

Responsibilities

• Provide post-sales technical support to customers using the company's software.
• Diagnose and resolve technical issues via phone, email, and remote tools.
• Collaborate with senior team members to resolve complex issues.

Skills

Analytical abilities

Customer service orientation

Communication skills

Task management

Education

2 years in an IT support role or equivalent computer science education

Job description

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United Kingdom - Cheltenham
Posted: 02/07/2025

Salary: £30K to £35K per Year
ID: 36229_BH

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Product Support Specialist
Position Profile

Our client is a market leader in Enterprise Output Management solutions, known for delivering high-quality products and outstanding customer service. Their innovative software helps global enterprise clients streamline printing and document processes, reduce costs, and enhance reliability. Their technology is trusted by thousands of organizations worldwide.

The Software Support team is currently seeking a Product Support Specialist to join their EMEA headquarters based in the United Kingdom.

In this role, you will provide post-sales technical support to customers using the company's software. Your responsibilities will include diagnosing and resolving technical issues via phone, email, and remote tools; answering product-related questions; and documenting all activities in the internal ticketing system. You will work under supervision and collaborate with senior team members and developers to resolve complex issues.

The software solutions support output management across platforms—from mainframes to mobile devices—and deliver content to a variety of destinations such as printers, email, web portals, and archives. You will receive training on the full product suite and platforms, including Windows, Unix, Linux, and mainframe environments.

You will work closely with fellow Support Specialists and interact with the Advanced Support and Development teams. Regular review sessions will ensure effective problem resolution and knowledge sharing across departments.

Requirements:

Minimum of 2 years' experience in an IT support role, or completion of at least 2 years of a degree-level computer science course

Strong analytical and diagnostic abilities

Excellent written and verbal communication skills

Ability to manage and prioritize multiple tasks efficiently

Strong customer service orientation and a collaborative mindset

Desirable Skills:

Experience working in a customer support or software support environment

Familiarity with phone and email-based technical support processes

Network troubleshooting and printing configuration experience

Fluency in German is a plus

Reporting Structure:

The role reports to the Director of Product Support, who is part of the global Product Development leadership team. You will also receive local support and guidance from the regional Technical Director.

Additional Information:

Six-month probation period

25 days annual leave

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Product Support Specialist