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Product Support Agent

£18K Pro Rata plus 20% Shift Allowance for unsociable hours
Ashby De La Zouch ,

Product Support Agent 

18k Pro-Rata plus 20% Shift Allowance 

Ashby De La Zouch 



We are currently recruiting for a Product Support Agent to grow our clients Support team. The Product Support Agent will support global customers and be available to customers online in the USA. Our client is a fast-growing private equity backed market leading software provider of solutions dedicated to the kitchen, bedroom, and bathroom industry. 


Monday to Friday 5pm – 11pm with a 20% shift allowance for unsociable hours 


Our client offers a In-depth Induction and Training program which will take place in the office for 4-6 weeks during the day,  thereafter evening shift with option for remote. 


 Responsibilities are as follows: 

  • Provide customers with support, guiding them on the use of our products via telephone, email and remote network access.
  • Effectively prioritise work based on the Support Task List in Zendesk (CRM tool).
  • Work with customers to clearly define the problem, report problems using internal tools (4DT, CERT) to the appropriate team, ensure problems are resolved and feedback to the customer.
  • Register and report calls in our ticket system (Zendesk) in order to track customer and issue history and analyse data.
  • Handover any ongoing issues to support team at the end of shift to ensure continuity of support.
  • Report any system issues or concerns to line manager to ensure feedback to wider support team.


Required experience and qualifications: 

  • Basic knowledge of software, technology or IT systems OR 1-2 years of experience in IT.
  • Experience supporting customers remotely in a varied and fast paced environment.
  • Experience managing workload utilising a Client Relationship Manager (CRM) or ticketing system (preferably Zendesk).


To be considered for this role you must have the following: 

  • Excellent communication skills both, verbal and written.
  • Ability to communicate clearly and professionally over the telephone.
  • Strong listening and interpersonal skills. 
  • Customer service orientated; patient and resilient. 
  • Intermediate computer knowledge (Windows, MS Office, some hardware).
  • Ability to understand a problem and drive it to resolution.
  • Self-motivated, conscientious, and diligent.
  • Able to work independently and as part of team.
  • Able to understand and speak English (CEF level B2).


In return you will receive: 


  • Competitive salary and benefits package.
  • Salary uplift for unsociable hours.
  • An extensive internal training program for expanding your knowledge, skills and thus your growth opportunities.
  • A varied position within a financially healthy and professional company, with a passionate and professional team.
  • An excellent working atmosphere and a fair working culture.
  • Very well-equipped workplace.
  • An induction plan with product and skills training.
  • Opportunity to be a part of a new team supporting growth in a new market for the Company (USA).


If you are interested in this position, please apply now. 

Alternatively, if you want to talk about the position and get further information you can email or call 01530 416770. 

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