Product Support Specialist

Permanent/full-time/hybrid / £25k -£40k depending on experience + benefits and company profit share

About us and what we offer

Bright is the company behind DAM (Digital Asset Management) solutions: Asset Bank and Dash. We’re proud to work with over 900 global clients, helping Brand Managers and Marketers organise, control and share their images, videos and other digital files.

Our benefits include:

  • 25 days holiday plus bank holidays and an extra day for your birthday
  • Annual profit share
  • Group income protection cover
  • Mental health support and resources including monthly wellness contribution
  • Company socials
  • Occasional goodies in the post (because we like to spoil you!)

About the role

We are looking for the next member of our Customer Success team. You will take on responsibility for providing frontline product support for our highly regarded software product Asset Bank, working closely with our Product team to help solve our customers’ issues and questions.  You’re given the opportunity to work with a range of amazing clients, acting as the link between them and our developers, Customer Success Managers, Consultants and Infrastructure team. 

At Bright, we pride ourselves on our culture – we’re committed to diversity and inclusion and are proud to have won a UK best workplace award from Great Place to Work. We’ve worked hard on maintaining our friendly, collaborative office culture while we adjusted to remote working and are proud to have embraced hybrid working.

In short, we’ll support you to work in the way that suits you best, whether that’s remotely or in the office! Let’s not forget the perks. As well as our supportive and collaborative work environment, we offer a range of great benefits including 25 days holiday (and an extra day off for your birthday!), flexible work hours, income protection and monthly wellness contribution. We are particularly proud of our profit share scheme that ensures everyone benefits from our success. 

We have company funded outings, a monthly lunch-club and regular treats for teams. Whilst we’re enjoying the opportunity to meet in person again, we still make great efforts to involve anyone working from home in company and social activities.

Check out our ‘meet the team’ video, website and Glassdoor page to get a flavour of who we are.

What you will be responsible for

As our new Product Support Specialist, your focus will be on delivering first-class support to both technical and non-technical customers via tickets, emails and phone, to understand, investigate and resolve their queries quickly, efficiently and to the highest standard.

As well as providing technical support, you will have an important role in shaping the  Asset Bank product itself, by gathering feedback from customers and coming up with ideas for how we can improve the product. You’ll also work closely with our Customer Success Managers to help clients get the most out of their system, focusing on their ongoing success with the software.

Responsibilities include:

  • Working collaboratively with other teams to identify causes, facilitate resolutions and maintain good communication amongst the teams and with the client
  • Maintaining high levels of customer service standards, building relationships with customers by being proactive and attentive to their needs
  • Developing product knowledge to a “super admin” level, including knowledge of configuration options, product features and their business uses
  • Identifying where client issues cannot easily be resolved and escalating these for additional support when needed
  • Identifying application misconfigurations and/or defects and working with the product team to coordinate timely fixes and upgrades
  • Identifying opportunities for upselling additional products and upgrades and working with Customer Success Managers to provide quotes
  • Improving the support that we provide to customers by making suggestions to enhance our services and products and communicating these to the Product Manager
  • Managing the Asset Bank Help Centre – adding, editing and auditing articles to keep them up-to-date and relevant
  • Supporting team administration such as tracking sales, updating KPIs, requesting reviews from clients, helping the finance team with invoicing and overseeing the cancellation process in line with GDPR requirements
  • Managing content creation and publishing of in-app messages via Beamer, including tip content/news/latest features, service updates and interruptions

Who we’re looking for

If you are a proactive support specialist who is comfortable talking to both technical and creative people then we’d love to hear from you!

You will be:

  • A strong communicator who can put customers at ease and find it easy to relate to a wide variety of people
  • Proactive, organised and a self-starter. Able to work independently but value the interaction and feedback being part of a team provides
  • You enjoy becoming a product expert, and love investigating and solving problems.
  • Confident with translating technical terms and concepts into terms people with non-technical backgrounds can understand

Ideally you will also :

  • Have 2+ years experience in a DAM or SaaS product customer-facing role such as sales, account management, customer success or software support
  • Have skills in a range of applications and technologies such as advanced Excel, CRMs/ticket systems, Hubspot, Zendesk, Jira
  • Be familiar with CMS platforms

Apply for this role

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