Graduate Product Specialist
Looking to join a fast paced team with infinite opportunities for professional career growth? This is a fantastic opportunity to join a team looking to revolutionise data capture in the construction industry!
Up for the challenge? … this role might be for you 👀
About Raildiary
Raildiary is the market leading site reporting software revolutionising the way that the construction and engineering industry capture, report and analyse structured commercial data. We are revolutionising how work is delivered and reported on with major clients across the UK and plans for international growth. Based in the heart of Manchester we provide an exciting, fun environment with a private office and plenty of informal co-working space for collaboration. We are now accelerating our growth to provide a global solution for the capture and analysis of construction data.
The Role
Someone to help us maximise the effectiveness of our brilliant product. Our account management team onboard clients and support their growing needs however we need product experts and champions to drive customer success. This is where you’ll come in! Communicating with our users on a daily basis through our integrated support ticketing system, email and phone, you’ll be answering simple queries, walking Users through more complex workflows and diagnosing bugs.
This job is varied and will provide as much responsibility and autonomy as you want. A typical day may find you helping our engineering team recreate bugs and confirm resolution, recording short instruction videos to help Users get the most from our platform, before joining a QBR to ensure clients are maximising their return on investment.
About You
- An intelligent, focused and driven individual with exceptional problem solving skills.
- A confident customer facing professional, able to quickly understand and diagnose issues.
- You should be solution focused, extremely well organised and motivated by delivering outstanding service to clients.
- You have the confidence to engage with clients directly and manage multiple issues independently and methodically, adjusting your style to nurture long term trusted relationships.
- You can compose professional emails and have an exceptional telephone manner.
- You’ll confidently enjoy interacting with all our users from railway operatives to commercial directors and CEOs.
- You are comfortable with Microsoft Office applications (especially Excel).
- You have a positive and enthusiastic attitude.
- You want to grow your career in a winning, fast-paced environment with a group of like-minded colleagues.
Necessary skills to be eligible
- You will be confident with technology, enjoy using mobile and web applications and have the aptitude to learn more.
- You will be confident in liaising with clients in a professional manner with excellent communication skills – both written and verbal.
- You will have excellent self-management and organisation skills to autonomously manage your time across multiple clients with a positive and enthusiastic mindset.
Nice to have
- Some experience in a B2B, B2C or a hospitality customer facing environment.
- It would be preferred if that experience is B2B in SaaS and/or construction/engineering but definitely not essential for the right candidate.
What will your responsibilities be
- Manage a variety of requests from customers - these range from simple queries to complex incidents, reported via telephone calls, online chat, emails or online support tickets
- Establish and maintain a high degree of product expertise as the product evolves.
- Use your product expertise to investigate issues and manage escalation if required.
- Remain the "owner" of each issue or request raised, maintaining strong lines of communication with the customer to ensure they are kept informed.
- Generally provide exceptional customer service to our clients and Users, ensuring that they feel happy and satisfied to get the most from our product.
- Build relationships with our key clients and evangelist users supporting our Account Management team in providing a premium customer success experience.
- Maintain and update our knowledge base including contributing to creating online video tutorials and product walk throughs.
Not to mention the exciting bits...
💰 Competitive salary starting at £25,000
💻 Laptop
🤩 Opportunities to upskill yourself with £1,500 dedicated training allowance
🏖️ 20 days annual leave + all public bank holidays
👏 A collaborative, creative and inspiring working environment
🙂 Opportunity for hybrid, remote working and flexible working hours
🏢 Premium office facilities within a vibrant and engaged digital community, with free tea, coffee, fruit and drinks, access to meditation wellbeing rooms, yoga sessions and other community events.
🤑 Potential equity share opportunities