Product Support Specialist England
Job description
Do you have experience in the Fire Safety industry? Would you like to utilise that experience by joining the FireMate team and helping clients maximise our solution's benefits? Do you want to take your career into a company offering fast career development and progression? Do you like wearing red Converse shoes?
Did you answer 'yes'? Please read on.
FireMate is a pioneer in the fire protection industry, and we're looking for a Product Support Specialist to join our growing team.
Your mission...(should you choose to accept it…) is to:
Support and develop long-term relationships with clients by providing level 1 support to them in the use of FireMate’s solutions.
Your responsibilities will include…
- Fielding inbound client and stakeholder queries via established channels
- Driving a high level of resolutions on first contact with a client
- Escalating applicable queries as required while ensuring client satisfaction
- Developing support operations to enable efficient ticket resolution
- Co-ordinating support feedback surveys
- Sharing support trends into the wider team to facilitate bug fixes, product development and client education
- Maintaining knowledge base collateral in conjunction with support and product colleagues
We're looking for someone with...
- Technical skills and preferably familiarity with our software solutions
- Familiarity with UK fire industry (preferred)
- An eagerness and passion for understanding clients and how our solutions are helping solve their problems
- Previous experience as a fire engineer or in software support
- Excellent verbal and written communication
- A sense of humour!
- Passion, commitment, and drive
- A willingness to embrace the FireMate culture
- An attitude of 'whatever it takes' to get the job done and ensure client satisfaction
We figure you know how to use (or can learn quickly)…
- A computer (you'd be surprised…)
- MS365 (Excel wizards are welcomed)
- FireMate’s suite of fire protection software solutions
- CRMs (HubSpot experience would be very cool, but not essential)
- A Gas Chromatograph Mass Spectrometer (just kidding)
We reckon you're...
- Resourceful
- Full of ideas (some good, some, well…)
- A team player
- Ready, willing and able to learn
- Organised
- A good listener
- Good at speling and a keen aye for dretail
- Have a customer-first mindset
- Excellent at managing the expectations of clients and your colleagues
- Empathetic, persuasive and an active listener
- Keen on mentoring those around you to ensure we are operating at world-class standards
- Able to manage time and projects in your sleep
You will become an active member of the FireMate family, providing a personal contribution that ensures we are the best at what we do! In return for hard work, FireMate offers a generous package, a rewarding career path, and mentoring from senior management.
If this sounds like you, we'd love to hear from you.
About FireMate:
FireMate is the global leader in fire protection maintenance software and remote fire alarm management, headquartered in Australia. Our growing sales, support and development teams in the UK are based in our office in Nottingham. FireMate is part of the Halma group of life-saving technology companies. Halma is headquartered in London and employs over 7,000 people in more than 20 countries.
Our pioneering solutions are designed with first-hand fire industry experience specifically for fire protection maintenance providers to transform how they manage their business.
Our mission is to help our clients optimise and modernise their processes and run their companies as efficiently as possible. Our team of fire industry experts is dedicated to offering the best support and to providing training and business advice tailored to our client's requirements.
Our software and services enable our clients to schedule maintenance and testing of fire protection assets in accordance with industry standards. The system provides complete traceability of test and service operations, providing fire maintenance providers and building owners and managers with peace of mind that regulatory obligations have been fulfilled.
Job Type: Full-time
Schedule:
- Monday to Friday
