Product Support Specialist (EMEA)

Role Overview

We are looking for a Product Support Specialist to join the Product team to oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders.

A Product Support Specialist drives product quality and engagement by analyzing user issues at scale and championing their resolution. The ideal candidate will be able to immeasurably improve the product teams’ ability to resolve user issues. You must be product savvy, resourceful, patient and come with exceptional customer service skills. It's a priority for us that every user interaction works in the way it was designed to, so you need to be passionate about solving user issues and queries in an effi cient and authoritative way. Put simply, you must love helping people!

Much of this role involves engaging with internal and external users, whether that be in Product, Sales, Customer Success, or Engineering. So, aligning across multiple teams and the ability to deal with many different personalities and priorities is a key skill.

We are looking for someone who can analyze data from multiple sources and combine it with user feedback to identify common themes, pain points and issues and then prioritize their resolution. By communicating key learnings to the wider product and development team, you will have a huge impact on shaping product direction.

Key Responsibilities

• Oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders.
• Instill a focus on quality in the product culture by creating objective data driven recommendations that infl uence and shape product direction.
• Develop and communicate compelling analyses and recommendations about trends from user feedback to identify areas for new product opportunities and feature requests that can be made to improve customer experience and highlight these to the Product team.
• Follow up with clients where necessary once issues are resolved to evaluate satisfaction.
• Build strategic relationships and manage communication and alignment across multiple teams and departments across the business. 
• Communicate new product releases and platform updates with relevant internal teams as soon as they become available. 
• Improve, update, and create new articles, videos, and tutorials to maintain a healthy library of documentation for the platform.
• Be resourceful and be able to suggest alternative solutions or workarounds to clients, especially when there’s no development or product team at hand during US hours.
• Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products
• Collaborate with Engineers and Product teams to shape, support, and execute product goals that positively impact the user experience.