Product support specialist - farnborough - united kingdom, farnborough, hampshire

job title: product support specialist

location: farnborough, gu14, hampshire

salary: £25000 - £30000 per annum

we are looking for a product support specialist to join our customer success team, within the professional services department.

this is a great role for someone who enjoys customer interaction, is a keen problem solver and has exceptional attention to detail.

the product support specialist will be responsible for responding to customer support questions in a timely manner, utilising their extensive accounts knowledge and providing excellent customer service.

the role will consist of:

· support the insight legal software product (75% of role).

· provide help and assistance to customers on the telephone in a prompt and courteous manner.

· to promote a helpful and professional image to the customer giving full co-operation to any customer requiring attention.

· to attend to customer queries in a caring and helpful manner with a commitment to dealing with the issue in a positive way.

· to anticipate customer needs to enhance the quality of service offered by the company and to ensure customer loyalty is maintained.

· provide onsite or remote training on the insight legal software product (15% of role).

· support with the migration process when new customers are onboarding (10% of role)

experiences required:

· a-c grades in gcse for maths & english (or equivalent)

· accounting experience

· experience of being stakeholder facing

· accounting software knowledge

· strong it literacy (inc. microsoft office)

· very strong written and verbal communication skills

· finance related degree

· legal accounts experience

· helpdesk experience

· understanding of legal practices and case management software

· knowledge of the sra (solicitors’ regulation authority) accounts rules

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