Product Support Specialist
Datarails
SDLC
Customer Support Agent
Paystone
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 $1,350 per month
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Respond to customer inquiries by phone, email, or chat — resolving issues on first contact whenever possible.
- Investigate customer concerns and find the best solution quickly.
- Communicate clearly and professionally with customers, partners, and internal teams.
- Follow up with customers until their issue is resolved.
- Document all interactions in our systems.
- Work with other departments (Product, Finance, Sales, Technical Support) to solve problems.
- Educate customers on DataCandy products and services.
- Spot opportunities to retain customers and prevent cancellations.
- Escalate complex cases when needed.
- Provide first- and second-level support to administrators and end users.
- Place loyalty and gift card orders with suppliers.
- Draft service offers for special customer requests.
- Investigate and collaborate with developers on technical issues.
- Coach clients on how to use the DataCandy platform and apply best practices to ensure program success.
- Report on service statistics and help improve KPIs.
Requirements
- High school diploma or equivalent required: post-secondary education in Business, Communications, or a related field is an asset.
- 2–3 years of experience in customer service, technical support, or a call center environment.
- Strong communication skills in English, both verbal and written.
- Proficiency in handling inbound and outbound communications via phone, email, and chat.
- Skilled at using CRM tools, ticketing systems, and communication platforms.
- Ability to troubleshoot technical issues and guide customers through effective solutions.
- Strong problem-solving abilities and attention to detail.
- Empathy, active listening, and a professional demeanor in all customer interactions.
- Ability to adapt to fast-paced, changing environments while working independently or as part of a team.
- Experience providing both first- and second-level technical support.
- Comfortable compiling service and support statistics and using data to improve KPIs.
- Familiarity with data manipulation; SQL experience is a plus.
- Experience collaborating with developers to resolve technical issues.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetechnical supportCRM toolsticketing systemsdata manipulationSQLfirst-level supportsecond-level supportproblem-solvingcommunication
Soft skills
strong communication skillsempathyactive listeningprofessional demeanorattention to detailadaptabilityteamworkindependencecoachinginvestigative skills
Certifications
high school diplomapost-secondary education in Businesspost-secondary education in Communications
