Product Support Specialist

Our client is a market leader in Enterprise Output Management solutions, known for delivering high-quality products and outstanding customer service. Their innovative software helps global enterprise clients streamline printing and document processes, reduce costs, and enhance reliability. Their technology is trusted by thousands of organizations worldwide. The Software Support team is currently seeking a Product Support Specialist to join their EMEA headquarters based in the United Kingdom. In this role, you will provide post-sales technical support to customers using the company's software. Your responsibilities will include diagnosing and resolving technical issues via phone, email, and remote tools; answering product-related questions; and documenting all activities in the internal ticketing system. You will work under supervision and collaborate with senior team members and developers to resolve complex issues. The software solutions support output management across platformsâ€"from mainframes to mobile devicesâ€"and deliver content to a variety of destinations such as printers, email, web portals, and archives. You will receive training on the full product suite and platforms, including Windows, Unix, Linux, and mainframe environments. You will work closely with fellow Support Specialists and interact with the Advanced Support and Development teams. Regular review sessions will ensure effective problem resolution and knowledge sharing across departments., The role reports to the Director of Product Support, who is part of the global Product Development leadership team. You will also receive local support and guidance from the regional Technical Director.

Minimum of 2 years' experience in an IT support role, or completion of at least 2 years of a degree-level computer science course Strong analytical and diagnostic abilities Excellent written and verbal communication skills Ability to manage and prioritize multiple tasks efficiently Strong customer service orientation and a collaborative mindset Desirable Skills: Experience working in a customer support or software support environment Familiarity with phone and email-based technical support processes Network troubleshooting and printing configuration experience Fluency in German is a plus