Web Customer Support & Product Specialist | £28k

Office Angels; Ashford; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

20 days annual leave

Birthday day off

Alpacas on site

Training & career development

Job summary

Office Angels is recruiting for a permanent Web Customer Support & Product Specialist in a village setting near Sellindge. The role runs Monday to Friday, 9am–5:30pm, with a lunch break; salary £26,000–£28,000.

You’ll be the first point of contact for customers, delivering expert support, product guidance and training while collaborating with internal teams to improve the experience. Responsibilities include handling inquiries by phone, email and online channels; troubleshooting software,

Qualifications

• Excellent communication and customer service skills in an office environment.
• Strong problem-solving ability and attention to detail.
• Willingness to learn and explain software products.
• Ability to manage multiple priorities while maintaining satisfaction.

Responsibilities

• Serve as the first line of support for customer enquiries via phone, email, and online channels.
• Troubleshoot software and app issues, resolving routine queries efficiently.
• Gather and document details for complex issues before escalation to development.
• Maintain regular communication with customers and provide timely updates.
• Support onboarding for new customers and help them implement the software.
• Deliver engaging online product demonstrations and user training sessions.
• Create and maintain user guides, knowledge base articles, and internal docs.
• Develop in-depth knowledge of the company’s software portfolio.
• Act as SME for designated products and promote best practices.
• Collect and share customer feedback and enhancement ideas with leadership.
• Identify opportunities to introduce features or services to customers.
• Assist with user acceptance testing and QA for releases and updates.
• Support customer operations, including invoicing and account management.
• Contribute to events, customer engagement activities, and marketing projects.

Skills

Customer service

Communication

Problem solving

Training

Team player

Job description

Are you passionate about delivering outstanding customer service and helping customers get the very best from their website and software? If so, we’re recruiting for the perfect Permanent position for you. Our client would like to recruit a professional, proactive and customer-focused individual to join their team as a Web Customer Support & Product Specialist.

Reasons to work at this company:

• Village location
• Beautiful farm house and studio
• Alpacas on site
• Countryside walks on your lunch break
• Friendly, energetic, technical team
• Excellent training
• Career development available
• 20 days annual leave plus a day off for your Birthday
• Summer and Christmas events

Please find all the details below:

Job title: Web Customer Support & Product Specialist

Hours: Monday - Friday, 9am - 5:30pm with 1 hour for lunch

Salary: £26,000 - £28,000

Location: Near Sellindge, your own transport is essential due to the location of the company

The role:

In this varied role, you’ll be the first point of contact for customers, providing expert support, product guidance and training, while working closely with internal teams to continually improve the customer experience.

Your key responsibilities would be to:

• Serve as the first line of support for customer enquiries via phone, email, and online support channels.
• Troubleshoot software and application issues, resolving routine queries efficiently and professionally.
• Gather and document detailed information for more complex technical issues before escalating them to the development team.
• Maintain regular communication with customers, providing updates and ensuring all enquiries are resolved to a high standard.
• Support new customers through the onboarding process, helping them successfully implement and utilise the company's software products.
• Deliver engaging online product demonstrations and user training sessions.
• Produce and maintain a range of customer-facing resources, including user guides, knowledge base articles, and internal documentation.
• Develop in-depth knowledge of the company's software portfolio and services.
• Act as a subject matter expert for designated products, promoting best practice and product adoption.
• Collect and communicate customer feedback, insights and enhancement suggestions to development and senior leadership teams.
• Identify opportunities to introduce existing customers to additional features, services or solutions that may add value to their business.
• Assist with user acceptance testing and quality assurance activities for new releases, enhancements, and product updates.
• Provide administrative support across customer operations, including assisting with invoicing and customer account management.
• Contribute to broader business initiatives as required, including events, customer engagement activities, and occasional marketing projects.

You’ll be the ideal candidate for this role if you have:

• Excellent communication and customer service skills within an office environment.
• Strong problem-solving ability and attention to detail.
• The interest to learn and explain software products.
• The ability to manage multiple priorities while maintaining a high level of customer satisfaction.
• A team player approach, who enjoys collaborating across different departments.
• Previous experience in a customer support, software support, SaaS, helpdesk would be advantageous.

This is an excellent opportunity for someone who enjoys combining customer support, product expertise, and relationship management within a dynamic and growing business. Our client can interview immediately.

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.