About the Role

We are currently looking for a Product Support Specialist to join our close-knit support team at Xtremepush. The support team strives to proactively and reactively solve problems our customers might be facing. The team also provides advice and guidance for implementing use cases that lead to tangible results.

As a Product Support Specialist, you will help customers navigate the various features of the Xtremepush platform. You will investigate reported issues and provide clear communication to the customer.

When you join the team, you will start your journey towards becoming an Xtremepush expert. You will use your knowledge to help our customers solve issues they are facing, and by advising best-practices. We are strongly solution-oriented, meaning we will take the extra time to thoroughly understand our customers’ needs and desired outcomes.

We are looking for someone who loves to help others and gets satisfaction from providing creative solutions to overcome obstacles. The successful candidate will have a keen technical interest and is looking for a supportive environment to learn more about cutting-edge marketing technologies across web, mobile, API usage, data segmentation, etc.

If you are someone who is a strong team player with a talent for solving problems while providing a friendly and human customer experience - we'd love to hear from you!

Key Responsibilities

• Provide customer support for our multi-channel platform, primarily via email through support tickets
• Become an expert on how to best utilise the Xtremepush platform
• Use your technical skills to perform in-depth troubleshooting, across multiple technologies such as rest APIs, JavaScript, HTML, CSS, etc.
• Monitor and handle urgent customer issues and escalate when necessary
• Advise and guide customers in implementing their use cases
• Partner with the account management, product development, and technical operations teams to help improve our customer experience
• Provide platform training sessions when necessary
• Help test new platform features and updates
• Assist with identifying and writing missing user documentation
• Some weekend cover might be necessary

Your Experience and Qualifications

• Educated to a degree level, preferably in a technical subject
• 2–3+ years’ experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platform
• Experience working with one or more of the following:
  • Marketing platforms
  • Email marketing campaigns
  • Web technologies
  • Rest APIs
  • Mobile development (iOS, Android)
  • Technical and/or instructional writing
• Excellent and empathetic customer-facing communication skills
• Passion for providing solutions and customer service
• Experience with Zendesk, or similar support ticketing systems
• Not afraid to embrace challenges in a supportive and encouraging environment
• Logical problem solver
• Can work on own initiative, ‘can do’ attitude
• Time-management and prioritisation skills
• Keen on learning new technologies

Location

Dublin, Ireland or Milton Keynes, UK (this is a hybrid role - office & remote).

Headquartered in Ireland with offices in the UK and US, Xtremepush is a customer engagement, personalisation, and data platform. It’s purpose-built for delivering mobile-first, multichannel customer experiences. Xtremepush empowers brands to deliver targeted and engaging messages across email, website, mobile app, SMS, and social messengers. We enable businesses to acquire new customers and communicate more effectively with existing customers through automated, real-time, and relevant messaging.




At Xtremepush, we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.