Product Support Specialist

Drooms; England; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading SaaS provider in London is seeking a skilled Product Support Specialist. In this role, you will provide 1st and 2nd level support to our French- and English-speaking customers, oversee confidential data room projects, and conduct onboarding and training sessions. The ideal candidate has over 2 years of experience in customer support, strong technical skills, and is fluent in both French and English. This position offers competitive benefits and flexible working options.

Benefits

Private health insurance

Company pension scheme

Flexible working hours

Qualifications

• 2+ years of experience in a customer support role, preferably within a SaaS company.
• Native-level French and fluent English proficiency, both spoken and written.
• Strong technical ability to quickly learn new software and systems.

Responsibilities

• Provide 1st and 2nd level support for English- and French-speaking customers.
• Plan and execute confidential data room projects.
• Conduct onboarding and training for customers.

Skills

Customer service skills

Technical aptitude

Communication skills

Job description

We are looking for a skilled and customer-focused Product Support Specialist to join our team in London. You bring strong technical know-how and a passion for helping customers succeed; we provide the opportunity to work on exciting projects and grow your career in a fast-paced SaaS environment.

Your tasks

• 1st and 2nd level user support for our French- and English-speaking customers via telephone, email, and chat, including technical inquiries related to applications, firewalls, etc.
• Planning and execution of confidential data room projects. Proactive check and follow-up during the project lifetime.
• Onboarding & Training: Web and in-house trainings, ensuring customers have a comprehensive understanding of our products and services.
• Document Management: Prepare and upload confidential documents, index and/or users. Administer and manage additional services, such as structuring, blacklining, and special reports.
• Oversee the project's life cycle to ensure timely and high-quality delivery of information or help.
• Collaborate closely with other departments, especially with the Sales Team and the Customer Success Manager on client management.

Your Profile

• 2+ years of experience in a customer support role, preferably within a SaaS company. Project management experience would be an advantage.
• Native-level or professional proficiency in French, and fluent command of English, both spoken and written.
• Strong technical aptitude, with the ability to quickly learn new software and systems. Experience with firewalls and other related applications would be beneficial.
• Excellent customer service skills, with a focus on providing prompt and effective support.
• Strong communication skills, with the ability to convey complex information in a clear and concise manner.
• Ability to work effectively as part of a team, providing support to colleagues as needed.

Our Benefits

• Private health insurance
• Company pension scheme
• Employee health initiatives
• 26 days of annual leave plus bank holidays
• Flexible working hours and mobile working
• Long service awards
• Special leave days
• Birthday treats
• After work events and annual company parties

Why Drooms?

Your Success is Our Priority : From day one, Drooms is committed to your success. Our comprehensive onboarding and training program is tailored specifically for this role, ensuring you hit the ground running with confidence.

We want to continue to build on our strengths. Do you want to contribute and develop your strengths with us? Join us and play an active role in shaping the positive future of Drooms! Apply now! If you have any questions, please contact us at [e-mail].