Product Support Specialist

Sunrisetheme; Tipton; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Sunrisetheme is seeking a Product Support Specialist in Tipton, United Kingdom to help customers understand and use our software. You will bridge customer service, technical support, and product knowledge to resolve issues and improve experience.

Responsibilities include responding via email, live chat, phone; investigating issues; escalating when needed; creating helpful docs; and tracking cases in Zendesk/Jira. Strong communication and problem-solving skills are essential.

Qualifications

• Strong written and verbal communication skills.
• Good problem-solving and analytical thinking.
• Basic technical understanding of software, web apps, SaaS platforms.
• Ability to explain technical topics in simple language.
• Customer-focused mindset.
• Patience and professionalism.
• Ability to multitask and manage support tickets.
• Familiarity with CRM, help desk, or ticketing tools.
• Basic knowledge of troubleshooting, browser issues, accounts, subscriptions, integrations, or APIs.

Responsibilities

• Respond to customer questions through email, live chat, phone, ticketing systems, or help desk platforms.
• Troubleshoot product issues and guide users step by step.
• Understand product features, updates, bugs, and common user problems.
• Escalate complex technical issues to developers, engineers, or product teams.
• Create and update help center articles, FAQs, guides, and support documentation.
• Track customer issues using tools like Zendesk, Freshdesk, Intercom, Jira, HubSpot, or similar platforms.
• Collect customer feedback and share insights with product and development teams.
• Test reported issues and confirm whether they are bugs, user errors, or configuration problems.
• Follow up with customers until their issue is solved.
• Support onboarding, product training, and account setup when needed.
• Maintain high customer satisfaction and response quality.

Skills

Communication skills

Problem-solving

Technical understanding

Explain technical topics

Customer-focused

Patience

Multitasking

CRM / Help desk tools

Troubleshooting basics

Education

Bachelor's degree in Business/IT/CS/Communication

Tools

Zendesk

Freshdesk

Intercom

Jira

HubSpot

Job description

A Product Support Specialist helps customers understand, troubleshoot, and successfully use a company's product or software. This role connects customer service, technical support, product knowledge, and problem-solving. The main goal is to provide fast, clear, and helpful support while improving the overall customer experience.

Key Responsibilities

• Respond to customer questions through email, live chat, phone, ticketing systems, or help desk platforms.
• Troubleshoot product issues and guide users step by step.
• Understand product features, updates, bugs, and common user problems.
• Escalate complex technical issues to developers, engineers, or product teams.
• Create and update help center articles, FAQs, guides, and support documentation.
• Track customer issues using tools like Zendesk, Freshdesk, Intercom, Jira, HubSpot, or similar platforms.
• Collect customer feedback and share insights with product and development teams.
• Test reported issues and confirm whether they are bugs, user errors, or configuration problems.
• Follow up with customers until their issue is solved.
• Support onboarding, product training, and account setup when needed.
• Maintain high customer satisfaction and response quality.

Required Skills

• Strong written and verbal communication skills.
• Good problem-solving and analytical thinking.
• Basic technical understanding of software, web apps, SaaS platforms, or digital products.
• Ability to explain technical topics in simple language.
• Customer-focused mindset.
• Patience and professionalism.
• Ability to multitask and manage support tickets.
• Familiarity with CRM, help desk, or ticketing tools.
• Basic knowledge of troubleshooting, browser issues, accounts, subscriptions, integrations, or APIs is a plus.

Qualifications

• Bachelor's degree in Business, IT, Computer Science, Communication, or related field preferred.
• Previous experience in customer support, technical support, SaaS support, or product support is helpful.
• Freshers may apply if they have strong communication skills and technical learning ability.

Salary

• Negotiable