Product Support Specialist

3 weeks ago

Dublin, Dublin City, Ireland Circit Limited Full time

Circit is a fast-growing B2B SaaS company that is on a mission to make business verifiable in real- time. We are creating a global asset verification platform that allows auditors to deliver higher quality financial audits and spend more time helping businesses to create greater value for all economic stakeholders. Our current customer base includes big-four accountancy firms as well as global banks.

At Circit, we have a fantastic opportunity for an ambitious individual to work closely with our customers, support and product teams and support us in our continued ambitious growth plans. This role will support someone with an appetite for data, a passion for continuous improvement and adapted to a high pace environment. You must be motivated and a self-starter, with a solid attention to detail.

As a Product Support Specialist at Circit, you will be operating in a business-critical role to support a key product powered by Open Banking APIs and Banking integrations. You will assist in triaging and prioritizing issues as they arrive from customers, in addition to proactively monitoring our service to ensure we deliver a world-class service. You will operate closely with multiple teams in the business, ensuring workflows are efficient and up to date as the product evolves, and assist in ensuring a high-quality product is delivered from start to end.

Requirements

Role and Responsibilities ;

  • Have a deep understanding of the product's flow and potential pain points for customers and users.
  • Support customers and users with authorization flows and where applicable ensure documentation made available to users is accurate and up to date.
  • Troubleshooting and categorizing inbound technical issues and proactively monitoring the product, raising issues to the product team where required.
  • Liaise directly with banks where external investigation and/or resolution is required directly with the provider.
  • Prioritize issues and ensure timely and professional communication with customers until a ticket's resolution.
  • Ensure details of issues and their progression are recorded on ticketing systems where required.
  • Take ownership of end-to-end processes and look to evolve and enhance them as the product scales and evolves over time.
  • Work closely with support, customer success and product teams.
  • Regularly report key metrics relating to support, trends and any other relevant updates to business stakeholders to help drive product development and ensure quality throughout.

Qualifications/Experience:

  • Bachelor's degree in a STEM or Business-related field.
  • 1-3 years experience in a technical / customer support role.
  • An eye for solving problems and continuous improvement.
  • Excellent communication and collaboration abilities.
  • Demonstrable multitasking and time management skills.

Bonus points:

  • Previous experience in a SaaS startup environment particularly FinTech.
  • Previous experience with API documentation and basic knowledge of JSON.
  • Previous experience with ticketing systems such as Intercom.
  • Previous experience with project management tools such as Asana.
  • Previous experience with product development and monitoring tools.

Benefits

This is an exciting opportunity for an all-rounder, highly motivated candidate to get involved at the ground level of a fast-growing company. We're committed to making sure our employees are well-treated. If there's something that's important to you that's not on the list, talk to us.

  • Competitive salary with participation in the share option scheme
  • A small team with a friendly environment that promotes autonomy for you to self-manage your time;
  • Remote working and flexible working hours;
  • Great opportunity for career progression with hands on experience;

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