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Product Support Executive

Posted 26 February by Archers Recruitment Ltd Easy Apply Ended

Our client is looking to recruit a highly-motivated individual to join their team as a Product Support Executive. The successful candidate will report directly to the Customer Service Team Leader and will be the first line ‘go to’ resource for technical product-related queries. The Product Support Executive will provide excellent pre and post sales technical support to customers, partners, sales team, customer support team and the operations team. Along with being self-motivated the successful candidate must strive to provide fast and accurate product support and have an interest in network connectivity products.

Key Responsibilities

  • Enthusiastically provide technical support, information and advice to our customers, partners, sales team and customer support team & operations team
  • Support channel sales partners with product and market information; developing relationships with vendor managers
  • Ensure that all customer queries are logged and handled in a timely manner to ensure customer satisfaction
  • Provide product and sales trainings to channel sales partners as well as to company's employees for new starters as well as ongoing refresher training
  • Develop and maintain a deep knowledge of transceiver compatibility, transceivers and related products
  • Work closely with the Product Management team to ensure product knowledge is current as well as being able to articulate new products on the horizon
  • If required, attend trade shows, exhibitions and customer-facing meetings
  • Manage complex customer technical cases, involving wider team members from Product Management and Engineering, ensuring excellent case management and customer satisfaction
  • Take ownership for managing new compatibility requests from customers or sales, logging these and overseeing the tickets to ensure appropriate prioritization of resource and focus
  • Assist with the ‘triage’ of post-sale customer issues to asses optimum route to achieve customer satisfaction
  • Work with marketing to ensure interesting / live topics are present on our social media sites

Skills Required

  • Customer centric: Strives to provide fast and accurate product sales support to customers and partners
  • Technical competency; An interest in network connectivity products (for example: cabling, patch-cords, optical transceivers, direct attach cabling and media convertors); you may have worked for a vendor of technical products previously
  • Cross-Functional teamwork: Foster tight partnerships with sales, product, marketing, operations and manufacturing partners
  • Communication: Demonstrates excellent inter-departmental and customer facing communications. The role requires daily customer and supplier communications over phone, email and in person.
  • Good analytical and quantitative skills; MS Excel use and spreadsheet analysis, awareness of product pricing, margins and cost
  • Action oriented; creates a strong sense of urgency, can manage multiple priorities


Personal Pension Plan, Private Healthcare, Income Protection Scheme, Employee Profit Sharing Scheme, Holiday buy back scheme

Hours; Monday – Friday 8.30am – 5.30pm

Reference: 34557282

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