Product Support Specialist
Return on Investment Ltd
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the first point of contact for internal and external users.
- Respond to and log support requests via phone, email, or ticketing systems.
- Troubleshoot and resolve technical issues across SaaS applications, Salesforce, Amazon Connect, and Freshworks.
- Escalate complex issues according to process.
- Manage user accounts, access requests, and basic system configurations.
- Build marketing campaigns in Account Engagement, Marketo, and Campaign Monitor.
- Maintain accurate documentation of incidents and resolutions.
- Support smooth service delivery across development and Salesforce teams.
- Build positive relationships with customers and colleagues.
Requirements
- Previous experience in first-line or IT support.
- Basic knowledge of Salesforce is advantageous.
- Ability to work across multiple platforms simultaneously.
- Strong communication skills with the ability to explain technical issues clearly to non-technical users.
- Excellent attention to detail and organisational skills.
- Ability to prioritise tasks, manage time effectively, and work in a fast-paced environment.
- A proactive attitude and willingness to learn and grow within a technical support role