Product Support Specialist - Entry level

Global tech company (B2B SaaS)

• Be part of an innovative and fast-growing company
• Work with a team of friendly, passionate, and talented individuals across the globe
• Hybrid office and remote/WFH arrangement

Are you someone who loves a challenge, is highly motivated, and who wants to make a difference? Read on!

A bit about us

Arlo (https://www.arlo.co/) is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.

We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.

Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales, and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.

That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.

What you’ll do

As a Product Support Specialist, you will be one of our customer champions, with a full functional understanding of the Arlo product and a focus on how it operates and how our customers use it for their business operations. You will actively promote its use and improvement.

Responsibilities

You will be responsible for:

• Becoming a product expert
• Managing day-to-day customer queries through phone and email channels
• Writing and maintaining online help articles
• Delivering end-user training (over Zoom and face-to-face)
• Engaging with customers to understand specific needs and devising appropriate solutions

Experience & capabilities

Experience

• 2+ years experience in customer support, pre-sales, or onboarding, preferably for a SaaS company
• Experience delivering end-user training
• Experience dealing with integration tools like Zapier or Make would be a bonus

Skills & qualifications

• Excellent problem solving and analytical skills with an ability to think outside the box
• An ability to multi-task and effectively manage a number of tasks/priorities at one time
• Excellent verbal and written communication and interpersonal skills
• Comfort in a startup environment where you need to move quickly and wear many hats
• Results-driven mentality, self-motivated, enthusiastic with a “can do” attitude
• HTML, CSS, and/or Javascript troubleshooting skills would be a bonus
• Educated to degree level preferred but not essential

Capabilities

• Customer Focus
• Initiative
• Empathy
• Knowledge sharing
• Problem solving
• Teamwork

Application requirements

Please provide no later than Friday, 21 April 2023:

• Cover Letter including the reason for your application and why you believe you're a good fit for the position (applications without a cover letter will be disregarded)
• Resume

Applications will be reviewed as they come through so don't delay, apply today!

We are committed to diversity, equity, inclusion, belonging, and lifting our cultural capability. You don’t need to be knowledgeable in these areas, but you do need to be on board with learning. And please let us know in your application if we need to make specific accommodations during our process.

Job Type: Full-time

Salary: £25,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Referral programme
• Sick pay
• Wellness programme
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Application deadline: 21/04/2023