Product Support Specialist

Hss Hire; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading rental solutions provider seeks a passionate support specialist to enhance customer interactions through various channels. You will manage support tickets, assist users with platform queries, and ensure documentation is accurate. The role requires strong communication skills and a proactive approach to problem-solving. Enjoy a hybrid working environment, along with benefits like healthcare support, annual leave for your birthday, and a variety of flexible perks.

Benefits

Healthcare Cashback Plan

Flexible and hybrid working

Free onsite gym

Birthday leave

Training and development opportunities

Voluntary work opportunities

Training and development

Wellbeing support

Discounts on various purchases

Flexible benefits options

Qualifications

• Strong verbal and written communication skills.
• Experience in a user-facing role or strong interest in tech support.
• Ability to prioritize workload effectively.

Responsibilities

• Provide support to internal users and external B2B customers.
• Triage incoming support tickets and guide users.
• Ensure accuracy of system documentation and training materials.

Skills

Customer service mindset

Technical support experience

Multitasking abilities

Problem-solving skills

Basic IT proficiency

Basic IT proficiency

Job description

Remote [with willingness to attend our Manchester Head Office on occasion] At HSS ProService, we've built a smarter way for businesses to get the tools, equipment, and materials they need. Our online marketplace connects customers with trusted suppliers quickly and easily, helping them get the job done. We use technology, teamwork and bold thinking to make hiring and buying better for everyone faster, simpler, and more sustainable. Join a forward-thinking team that's committed to transforming how businesses operate, using the latest technology and a bold vision. If you're passionate about being part of an industry disruptor, this is the place to build your career.

Responsibilities

• Provide clear, friendly and timely support to internal users and external B2B customers through chat, email, and other channels.
• Act as the first point of contact for platform-related queries, troubleshooting issues and guiding users through best practices.
• Triage incoming support tickets, assess priority and elevate complex issues appropriately to Product or Development teams.
• Ensure all system documentation, user guides, FAQs and training materials are accurate, up to date and easy to follow.
• Proactively identify gaps in documentation and contribute to the creation of new support materials.
• Monitor platform usage and identify recurring issues or opportunities to improve the user experience.
• Work closely with internal teams to understand upcoming product changes and communicate these effectively to users.

Skills & Qualifications

• Is a confident, clear and empathetic communicator with a strong customer service mindset.
• Has experience in a technical support, service desk, customer support or similar user-facing role (or strong interest in moving into tech support).
• Is comfortable learning new systems and enjoys helping others understand technology.
• Has strong multitasking, organisational and time-management skills able to prioritise workload effectively.
• Is proactive, detail-oriented and enjoys solving problems through investigation and collaboration.
• Works well as part of a team, but also takes initiative to drive tasks forward independently.
• Possesses basic IT proficiency and a genuine interest in software, digital products or technology as a career path.

Benefits

• Your birthday each year as annual leave to spend how you want to!
• Healthcare Cashback Plan with money off on things like dentist, opticians including sports massage and wellbeing costs too.
• Flexible and hybrid working - we appreciate you do your best work in different environments.
• Head office free onsite gym.
• Life assurance.
• One day per year, you'll have the option to contribute to local voluntary work, an opportunity to give back to your community.
• Training and development opportunities to keep growing your skills.
• Wellbeing and Healthcare support at work and at home.
• A chance to be a part of a bold digital transformation.
• Discounts and cashback on our perks site with a huge range of purchases including days out, restaurants, gym memberships, shopping and lots more.
• You will get the choice of other flexible benefits that work for you through our Benefits portal you pick the benefits you want such as Critical Illness Cover, Cycle To Work, Holiday Buy Scheme and more.

Culture & Values

• Different Perspectives, One Platform We’re not all the same and that’s what makes us stronger. We believe great ideas come from different people, different experiences, and different ways of thinking.
• Whether you’re starting out, changing careers, or looking for your next big move - if you’ve got the skills and the drive, we want to hear from you.