The Product Support Analyst is the first person our clients speak to when something is not working. It is a role for someone patient and precise, who can calm a frustrated shop manager and then write up what happened clearly enough for a developer to act on.

You will handle incoming support requests by phone, WhatsApp and email, reproduce reported problems, resolve what you can directly, and escalate the rest with proper detail. Over time you will build up enough product knowledge to train new client staff, which is a significant part of the role.

No programming experience is required. Strong written English is, because a badly written ticket wastes a developer's afternoon.

1. 01Respond to client support requests within agreed response times
2. 02Reproduce reported problems and document them clearly before escalating
3. 03Resolve configuration and user error issues directly
4. 04Run onboarding and refresher training sessions for client staff
5. 05Maintain the internal knowledge base

1. 01HND or degree in any discipline
2. 02Excellent written and spoken English
3. 03Comfortable on the phone with a frustrated customer
4. 04Organised, and able to keep track of many open items at once
5. 05Interest in technology; formal IT training is welcome but not required

1. Your CV
2. Short note
3. Sent

You send the CV on your profile, with an optional note to the employer. You can follow what happens next under Applications.