Product Support Specialist

Pulsar Platform
Shoreditch, UK
22 Jul 2019
27 Jul 2019
Contract Type
Full Time
Role: Product Support Specialist
Reporting into: Head of Product
Based: Shoreditch, London, UK

About us...Pulsar is an audience intelligence SaaS platform and digital strategy consultancy. We help companies track, visualize, and understand what is being said on the web, on social media, search, and their own websites in order to help them generate insights for marketing and product. Our clients include Facebook, Twitter, The Guardian, Paramount, Mazda, Netflix, Spotify and Heineken.

Why we're different...
We are the only audience intelligence platform bringing together Social, Search and Web analytics data to give users a truly holistic view of their audience. We were born out of an audience research agency which means we can offer advanced consultancy to support global programs for our enterprise clients and we are ourselves customers of our own SaaS products, and the most demanding ones!

Why join us...
We work in a friendly, supportive and inclusive environment, where people operate with a high degree of autonomy, over four different time zones across Europe and the United States. We value excellence, creative courage, bright ideas, and the ability to have fun. Check us out at:

The Role...
  • Oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar's clients and stakeholders in the UK, during 9am to 5:30pm
  • Follow up with clients where necessary once issues are resolved to evaluate satisfaction
  • Redirect product issues and feature requests to the Product team and provide regular updates and feedback about the product to the Product team
  • Continuously monitor product performance and evaluate support needs
  • Identify areas for new product opportunities and improvements that can be made to improve customer experience and bring these to the attention of the Product team
  • Stay current with all new product releases and updates to Pulsar and relay information to the Commercial team and other departments across the business
  • Work closely with Retention (UK&US), acting as the bridge between Product & Retention
  • Implement an effective communication net between Marketing, Sales and Product
  • Liaise with US Support to ensure we have an Intercom Rota and cover in place at all times
  • Be resourceful and able to suggest alternative solutions or workarounds to clients, especially when there's no development or product team at hand during GMT hours
  • Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products
  • Be responsible, together with US support, for managing the Pulsar Library articles and ensuring the information on the library is up to date and accurate.

Who we are looking for...
  • Technical background, ideally involving client management, with a good understanding of software applications
  • Involved, passionate and loves all things Product and able to feed into the Roadmap and suggest ideas on how to improve the user experience
  • Familiarity with software development practices and ability to work with and understand software engineers
  • An ability to grasp customers' needs and suggest timely solutions, and explain complex information in simple, clear terms to non-technical clients and users
  • Experience working with both in-house and virtual teams; excellent communication skills
  • Positive attitude combined with good interpersonal skills and must be confident enough to deal with difficult clients; an ability to work well under pressure and multi-task
  • Product savvy, data and analytics driven, able to suggest solutions / improvements to the dev team or product team, based on real user data.
  • Previous experience working in a technical support role for a SaaS offering is desirable, but the role would suit a computer science graduate, business graduate, or someone with a Technical Account management background who now wants to move into the Product space.

We would love to hear from you, so please feel free to submit your CV or reach out to us for more information.

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