SaaS Product Support Specialist — Customer Impact Driver

Onetrace Ltd; Greater London; Hybrid; GBP 35,000 - GBP 50,000; Full time

Job summary

A technology company in Canary Wharf, London is seeking a Product Support Specialist to enhance customer experience by supporting clients in the construction industry. The role involves maintaining strong relationships through various communication channels, troubleshooting issues on the platform, and providing valuable insights. Candidates should have a background in SaaS customer support and excellent communication skills. This position offers a hybrid working model and a range of employee benefits including 25 days PTO and private medical insurance.

Benefits

25 days PTO, plus bank holidays

Enhanced parental leave

Private medical insurance with Bupa

NEST pension scheme

Employee assistance programme

Remote work abroad opportunities

Apple MacBook and tech accessories

Onetrace merch, regular team socials and annual company off-sites

Qualifications

• Confidence using help desk and remote support tools.
• Proficiency in live chat, email, and phone support.
• Ability to troubleshoot issues on SaaS platforms.
• Capability to communicate complex outcomes clearly.
• Ability to deliver customer support with empathy.

Responsibilities

• Build strong relationships across email, chat, and phone.
• Develop a deep understanding of Onetrace's platform.
• Identify customer needs, troubleshoot issues, and recommend solutions.
• Capture customer insights and feedback.
• Maintain accurate customer records in Intercom.

Skills

Background in supporting customers in a SaaS environment

Experience in omnichannel customer support

Strong product and technical aptitude

Customer advocacy

Ability to translate complex concepts into clear language

High-quality customer support delivery

Naturally curious and resourceful

Tools

Intercom

Job description

A technology company in Canary Wharf, London is seeking a Product Support Specialist to enhance customer experience by supporting clients in the construction industry. The role involves maintaining strong relationships through various communication channels, troubleshooting issues on the platform, and providing valuable insights. Candidates should have a background in SaaS customer support and excellent communication skills. This position offers a hybrid working model and a range of employee benefits including 25 days PTO and private medical insurance.