You will triage tickets to understand the issue raised, escalate to the relevant team when necessary, and act as guardian of that issue through to completion.
The role includes keeping stakeholders informed of progress at all stages, in line with internal and external SLAs.
Strong problem-solving and technical skills will be required, along with collaboration with other departments as needed to achieve a quick resolution.
It is important that you build strong working relationships with our customers and internal stakeholders.
You are a strong team player with a collaborative approach, ensuring the customer is always at the heart of everything you do.
You’ll need to be flexible with working patterns to ensure we can build strong relationships with our customers and colleagues.

You are fluent in English and Spanish
You’ll have relevant experience working in a fast-paced technical support role and be comfortable working independently on multiple tickets simultaneously.
You are experienced in working directly with customers via email and managing their expectations empathetically.
You’ll have a good understanding of ticket management processes. You will ensure that all tickets are updated with relevant information and that stakeholders are regularly updated.
You’ll be able to achieve SLA’s/KPIs whilst maintaining excellent attention to detail.
You have great communication skills and are comfortable expressing yourself clearly in written and spoken English.
You’ll have experience writing technical documentation as you will help maintain our team processes and help guides.
You have experience with ticket systems, including platforms like Jira and Salesforce Service Cloud.
You’ll be the type of person who frequently identifies areas and provides solutions to improve the way we work.
You are highly responsive while maintaining attention to detail
You are a real complete finisher who is analytical and proactive and who really takes ownership and accountability for their work.

Unlimited holidays – we want well-rested and motivated teams, so we encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year, plus national holidays
One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
Flexible working arrangements, including remote working
Wellbeing benefits and access to trained therapists/counsellors
Tailored personal development through training allowances, coaching, mentorship, and career frameworks

Product Support Analyst – 9 Month Fixed Term Contract

Key skills