Product Support Specialist (Fixed Term)

Arlo Training Management Software; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join an award-winning company as a Product Support Specialist in London. You will champion customer experiences by addressing queries, maintaining product knowledge, and creating help resources for users. Ideal candidates have a strong customer support background, excellent communication skills, and a knack for problem-solving.

Qualifications

• 2+ years of experience in customer support or SaaS.
• Strong background in software troubleshooting for web tools.
• Experience with integration tools like Zapier is a bonus.

Responsibilities

• Manage customer queries via email, chat, and Zoom.
• Maintain and write online help articles.
• Track and maintain Support KPIs and SLAs.

Skills

Problem-solving

Analytical skills

Communication

Interpersonal skills

Education

Degree level education preferred

Tools

Zendesk

Zapier

Job description

What you’ll do
As a Product Support Specialist, you will be one of our customer champions. You’ll develop a complete, functional understanding of the Arlo product, focusing on how it operates and how our customers use it for their business operations.

This position is fixed-term (6 months).

Responsibilities
You will be responsible for:

• Managing day-to-day customer queries through email, live chat, and Zoom channels
  
• Becoming a product expert
  
• Maintaining and writing online help articles
  
• Engaging with customers to understand specific needs and devising appropriate solutions
  
• Comfortable working with cross-functional tools and platforms
  
• Collaborating on projects with the support and wider teams
  
• Successfully tracking and maintaining Support KPI’s and SLA’s
  

Experience & Capabilities

• 2+ years of experience in customer support, pre-sales, or onboarding, preferably for a SaaS company.
  
• Strong background in software troubleshooting across web-based tools
  
• Experience dealing with integration tools like Zapier would be a bonus.
  
• Strong communication and documentation skills
  
• Experience with Zendesk preferred, but not essential.
  

Skills & qualifications

• Excellent problem-solving and analytical skills with an ability to think outside the box
  
• An ability to multi-task and effectively manage several tasks at one time
  
• Excellent verbal and written communication and interpersonal skills
  
• Results-driven, self-motivated, enthusiastic, with a “can-do” attitude
  
• HTML, CSS, and/or Javascript troubleshooting skills would be a bonus
  
• Educated to degree level preferred but not essential.
  
  

A bit about us
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.
We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.
Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales, and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.
That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Consulting, and Training

• Industries

  Consumer Services and IT Services and IT Consulting

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