Product Support Specialist (Part-Time)
New
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Bedrock LearningEdTech
London, England, United KingdomPart-Time
Salary15,000 - 18,750 GBP per year
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Job Details
- Required Skills
- SaaSHubSpotZendeskTroubleshootingCustomer support
Requirements
- Previous experience in customer or product support, ideally within SaaS, EdTech, or digital products.
- Excellent communication skills: professional, confident on the phone, clear in writing, and a good listener.
- A friendly, people-first approach with the ability to remain calm and professional under pressure.
- Strong problem-solving skills with an analytical and creative mindset.
- Ability to prioritise and multitask effectively in a busy environment.
- Tech-savvy, with a good understanding of IT tools and platforms.
- Proactive, curious, and enthusiastic about learning new skills.
- Highly motivated and driven to deliver exceptional support and exceed expectations.
Responsibilities
- Deliver front-line customer support via phone, email, and live chat, providing prompt and accurate solutions.
- Manage our helpdesk (Zendesk) to ensure all support tickets are acknowledged, tracked, escalated, and resolved within SLAs.
- Troubleshoot technical issues, escalating more complex problems where necessary.
- Optimise and contribute to our chatbot and self-service support materials to improve customer experience.
- Carry out technical onboarding for new schools, ensuring a smooth and successful set-up.
- Build deep product knowledge to confidently guide users and contribute to help centre documentation.
- Collaborate with colleagues across teams, using Hubspot and other CRM systems to share customer insights.
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