Product Support Specialist

What You'll Do

• Provide Expert Assistance: serve at the primary point of contact for customers seeking help.
• Problem Solve: Diagnose, replicate, and resolve product issues working closely with our engineering team.
• Educate our Customers: Work closely with our customers and our education teams, highlighting gaps and helping to upskill customers to better use Pigment.
• Develop Processes: You will work closely with cross-functional partners to establish process and seek out efficiencies.
• Be the Voice of the Customer: Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs.
• Provide Outstanding Service: Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and contribute to a multi-award winning support team, recognised for its best in industry customer service.
• Proactively Monitor Customer Health: Work with our engineering and customer success teams to manage customer workspaces, and fix problems before they are noticed.
• Continuously Learn and Develop Yourself: As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organisation, allowing you to shape your career.

Who You Are

• You have a “can-do” attitude: you’re hands-on and a go-getter.
• You have excellent written and interpersonal skills.
• You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.
• You would describe yourself as independent, empathetic, and accountable.
• You have strong project management skills and ability to deliver on time.
• You prioritise and pride yourself on providing great customer service.
• Comfortable working in a global, fast-paced environment as part of an international team.
• You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
• You speak English to a professional proficiency.
• You are able to work from the London office at least 3 days a week.

Helpful

• Knowing a thing or two about spreadsheets or business planning is beneficial.
• You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.
• Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
• An additional language is also great.

What We Offer

• Competitive package
• Stock options to ensure you have a stake in Pigment's growth
• Bike2work scheme – save on a new bike and gear while commuting the greener way
• Trust and flexible working hours
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions
• Remote-friendly environment

How We Work

• Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations
• Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment