Pigment

Product Support Specialist

Pigment

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Provide Expert Assistance: serve at the primary point of contact for customers seeking help.
  • Problem Solve: Diagnose, replicate, and resolve product issues working closely with our engineering team.
  • Educate our Customers: Work closely with our customers and our education teams, highlighting gaps and helping to upskill customers to better use Pigment.
  • Develop Processes: You will work closely with cross-functional partners to establish process and seek out efficiencies.
  • Be the Voice of the Customer: Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs.
  • Provide Outstanding Service: Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and contribute to a multi-award winning support team, recognised for its best in industry customer service.
  • Proactively Monitor Customer Health: Work with our engineering and customer success teams to manage customer workspaces, and fix problems before they are noticed.
  • Continuously Learn and Develop Yourself: As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organisation, allowing you to shape your career.

Requirements

  • You have a “can-do” attitude: you’re hands-on and a go-getter.
  • You have excellent written and interpersonal skills.
  • You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.
  • You would describe yourself as independent, empathetic, and accountable.
  • You have strong project management skills and ability to deliver on time.
  • You prioritise and pride yourself on providing great customer service.
  • Comfortable working in a global, fast-paced environment as part of an international team.
  • You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
  • You speak English to a professional proficiency.
  • You are able to work from the London / Paris office at least 3 days a week.
Benefits
  • Competitive package
  • Stock options to ensure you have a stake in Pigment's growth
  • Bike2work scheme – save on a new bike and gear while commuting the greener way
  • Trust and flexible working hours
  • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
  • High-end equipment (based on stock/availability) to do your work in the best conditions
  • Remote-friendly environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportapplication supportSaaSFinancial Planning & Analysismodelingproblem solvingprocess developmentcustomer health monitoringproject managementcustomer experience
Soft skills
interpersonal skillswritten communicationindependenceempathyaccountabilitycustomer serviceproactive communicationadaptabilitytime managementteam collaboration