Product Support Specialist

About the role

As a Product Support Specialist, you will be responsible for supporting our new and existing customers on the Joblogic Platform. Mobile and Desktop Application. The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries (i.e., Technical and Non-Technical System Issues, Guiding Customers on How to use the System) on a large scale over Live Chat, Email & Phone. You will work closely with our Customer Success & Development teams to become the support specialist for thousands of new and existing businesses. This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, share a passion for technology and a love for working in a dynamic environment. 

What your main focus will be

• Replicate, understand and troubleshoot end-user technical / non-technical issues via telephone, email or live web Chats.
• Provide restorative or maintenance actions to resolve end-user problems.
• Manage customer escalations in accordance with agreed SLAs and support agreements
• Maintain a high level of customer engagement and satisfaction
• Responds to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.
• Ability to Present complex technical information to non-technical audiences.
• Track incidents and calls, entering data timely and accurately into the Tracker (Ticketing Software).
• Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate to the relevant teams.
• Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Adapt to/learn new product enhancements quickly to include in training resources.
• Act as a backup to the other team members as per the workload/business requirement

What you bring

• Minimum of 2-years (recent) of proven related experience within an organisation that provides software solutions (preferably within the service management industry).
• Prior experience in using Ticket Tracking/ logging tools (e.g., Zendesk, Oracle, Salesforce, Tracker and etc).
• Prior experience with customers in screen sharing software's (e.g., Zoom, Any desk, Teams, Logmein etc).
• Experience in Live chat tools like Intercom will be preferred.
• Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot product related issues.
• Ability to translate technical solutions to customers in a non-technical and easy to follow manner.
• International Work/Project/Campaign experience i.e USA, UK, CANADA.
• Excellent communication (Verbal and Written) Skills - Native.
• Excellent interpersonal skills.
• Eagerness to learn and develop skills to improve work performance.
• Working knowledge of MS Office (Spreadsheet, Word Processor, PowerPoint & etc)
• Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
• Be able to prioritize work based on business and customer demands.
• Willingness to work in Rotational Shift patterns as per business needs (Time Zones GMT, Eastern Time or etc).
• A team player, with the ability to communicate and work effectively with other departments.

Nice-to-have points

• Technical experience (SQL & Dev Work).
• Hands-on experience in Jira.
• Quality Control (QC) Experience.
• Prior Experience in Customer Queries Audit.
• Prior Experience in Team members Coaching Sessions.

Remuneration package and benefits

• Professional Working environment
• Market Competitive Salary
• Life Insurance & Medical Insurance (Including Family)
• OPD
• Provident Fund
• Gym Facility
• Maximum 45 Weekly Hours (Monday-Friday)
• Remote Working (During Pandemic Situation)
• Company trip
• 29 Annual Leaves.
• 8 Sick & uncapped Compassionate Leaves (As per Company Policy)
• Have a chance to work onsite with the UK team. 

About Joblogic

Established in 1998, Joblogic is the UK’s #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people.

Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.

With Vista’s backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship — and we’d love for you to join us on our journey to £100M ARR across international markets.

Joblogic provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over 100,000 users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.