Product Support Specialist

Job Title: Product Support Specialist
Location: Cardiff Bay, Wales
Salary: Competitive- based on successful candidate's experience
Department: Product Ops
Reports To: Product Support Manager

Currently working to a hybrid working policy which consists of 3 days working remotely and two days in the office.

About Creditsafe

Creditsafe is the most used business data provider in the world, reducing risk and maximizing opportunities for our 110,000 business customers. Our journey began in Oslo, Norway in 1997, where we had a dream of using the then revolutionary internet to deliver instant access company credit reports to small and medium-sized businesses. Creditsafe realised this dream and changed the market for the better for businesses of all sizes. From there, we opened 15 more offices throughout Europe, the USA and Asia. We provide data on more than 300 million companies and provide customer notifications for billions of changes annually. We are a high growth company offering the freedom and flexibility of a start-up type culture due to the continuous innovation and new product development performed, coupled with the stability of being a profitable and growing company! With such a large customer base and breadth of data and analytics technology you will have real opportunities to help companies survive and thrive in challenging times by reducing business risk and choosing trustworthy customers and suppliers.

Summary:
Based in Cardiff Bay and part of the Group Product Operation Team, this role provides a comprehensive range of support services to our customers and colleagues. Excellent knowledge of our products and internal systems is an absolute must, as well as the desire to keep abreast of product updates to ensure knowledge levels remain as high as possible so we can help our Customers efficiently and effectively. Self-motivation and a strong work ethic are also needed to ensure Service Level Agreements are consistently met.

Main Responsibilities:

• Provide functional and technical support to all users for all products managed by Creditsafe Group
• Managing customer expectations and ensure key SLAs are met
• Be the voice of the Customer: Validate new product releases by testing like a Customer, suggest product and service enhancements to improve the user experience and collaborate with Product Management and other functions to design and implement them
• Become a product expert on specific products, liaising with customers and building the knowledge to answer most queries raised by internal or external users
• Participate in product release programs and actively stay up-to-date on Creditsafe products and services
• Document FAQs and knowledge articles/blogs. Create how to content and videos
• Promote continuous improvement and best practice within the department

Desired Experience & Skills
• Bachelor’s degree or equivalent practical experience
• Ability to take ownership of a situation to achieve a speedy resolution
• Able to communicate effectively with customers and colleagues of all levels
• Excellent interpersonal skills enabling a collaborative working approach and ability to build positive working relationships
• Technical competence (excellent knowledge of products & internal systems)
• Proven problem-solving and analytical skills
• Self-motivated & uses own initiative
• Punctual and organised
• Team player