Product Support Specialist

HSS Hire Ireland; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading equipment rental service is looking for a Product Support Specialist to provide technical support for their ProService platform. The role involves assisting internal and external users through various channels, troubleshooting issues, and ensuring a smooth user experience. Candidates should have experience or a strong interest in technical support, excellent communication skills, and the ability to work both independently and as part of a team. This is a remote role with occasional visits to the Manchester office.

Benefits

Annual leave on your birthday

Healthcare Cashback Plan

Flexible and hybrid working

Free onsite gym

Life assurance

Community volunteer day

Training and development

Wellbeing support

Discounts on purchases

Flexible benefits portal

Qualifications

• Experience in a technical support or customer support role.
• Basic IT proficiency and interest in technology.
• Strong organizational and time-management skills.

Responsibilities

• Provide support to internal users and B2B customers via chat and email.
• Act as first point of contact for platform-related queries.
• Monitor platform usage and identify issues to improve user experience.

Skills

Confident communication

Customer service

Technical support experience

Multitasking

Problem-solving

Job description

Product Support Specialist (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.

The impact you'll have

As a Product Support Specialist, you will sit at the heart of our Product Support Team, providing frontline technical support to both internal colleagues and external B2B users of our ProService platform. Your purpose is to help users get the most out of the platform—troubleshooting issues, guiding them through functionality, and ensuring they receive a smooth, reliable and positive experience every time they interact with us.

A typical day

• 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.

We're looking for someone who

• 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.

What you’ll get back

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.

• 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

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.

Not sure you tick every box? That’s okay. We welcome your application even if you don't meet every single requirement. If you have any questions, email us at [e-mail] and one of our team will be happy to help.