About the role

As a Product Support Specialist, you will be responsible for supporting our new and existing customers on the Joblogic Platform. Mobile and Desktop Application. The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries (i.e., Technical and Non-Technical System Issues, Guiding Customers on How to use the System) on a large scale over Live Chat, Email & Phone. You will work closely with our Customer Success & Development teams to become the support specialist for thousands of new and existing businesses. This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, share a passion for technology and a love for working in a dynamic environment.

What your main focus will be

• Replicate, understand and troubleshoot end-user technical / non-technical issues via telephone, email or live web Chats.
• Provide restorative or maintenance actions to resolve end-user problems.
• Manage customer escalations in accordance with agreed SLAs and support agreements
• Maintain a high level of customer engagement and satisfaction
• Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.
• Ability to Present complex technical information to non-technical audiences.
• Track incidents and calls, entering data timely and accurately into the Tracker (Ticketing Software).
• Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams.
• Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Adapt to/learn new product enhancements quickly to include in training resources.
• Act as a backup to the other team members as per the workload/business requirement.

What you bring

• Minimum of 2-years (recent) of proven related experience within an organisation that provides software solutions (preferably within the service management industry).
• Prior experience in using Ticket Tracking/ logging tools (e.g., Zendesk, Oracle, Salesforce, Tracker and etc).
• Prior experience with customers in screen sharing software's (e.g., Zoom, Any desk, Teams, Logmein etc).
• Experience in Live chat tools like Intercom will be preferred.
• Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot product related issues.
• Ability to translate technical solutions to customers in a non-technical and easy to follow manner.
• International Work/Project/Campaign experience i.e USA, UK, CANADA.
• Excellent communication (Verbal and Written) Skills - Native.
• Excellent interpersonal skills.
• Eagerness to learn and develop skills to improve work performance.
• Working knowledge of MS Office (Spreadsheet, Word Processor, PowerPoint & etc)
• Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
• Be able to prioritize work based on business and customer demands.
• Willingness to work in Rotational Shift patterns as per business needs (Time Zones GMT, Eastern Time or etc).
• A team player, with the ability to communicate and work effectively with other departments.

Nice-to-have points

• Technical experience (SQL & Dev Work).
• Hands-on experience in Jira.
• Quality Control (QC) Experience.
• Prior Experience in Customer Queries Audit.
• Prior Experience in Team members Coaching Sessions.
  
  

Remuneration package and benefits

• Professional Working environment
• Market Competitive Salary
• Life Insurance & Medical Insurance (Including Family)
• OPD
• Provident Fund
• Gym Facility
• Maximum 45 Weekly Hours (Monday-Friday)
• Remote Working (During Pandemic Situation)
• Company trip
• 29 Annual Leaves. Including Bank Holidays
• 8 Sick & uncapped Compassionate Leaves (As per Company Policy)

About Joblogic

Established in 1998, Joblogic is the UK's #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to £35M+ ARR and expanded our team from 11 to 500+ people.

Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM capabilities, and supporting our expansion across Europe and beyond.

With Vista's backing, we're transforming from a successful UK business into a global scaling SaaS rocket ship, and we'd love for you to join us on our journey to £100M ARR across international markets.