Product Support Specialist

What you’ll do
Product Support Specialists ensure customers can successfully use and maximise the value of the Arlo product by providing expert guidance, resolving issues efficiently, and improving support processes. This role enhances customer satisfaction and retention by bridging the gap between users, product teams, and technical support.
As a Product Support Specialist, you will be the first point of contact for our customers, providing prompt and effective support to resolve their issues and ensure they can successfully use the Arlo product. You will utilise your in-depth knowledge of the product to troubleshoot and guide customers through solutions, ensuring minimal disruption to their business operations. You will actively document and escalate more complex issues, collaborate with internal teams, and contribute to the continuous improvement of the product by sharing customer feedback and insights.

Responsibilities
Customer Support & Issue Resolution

• Handle customer inquiries primarily via the ticketing system, ensuring accurate and timely resolution of functionality, usage, and issue-related questions.
• Diagnose and troubleshoot technical issues, escalating when necessary while proactively identifying patterns in customer-reported bugs and working with Product and Engineering teams to address them.
• Jump on Zoom calls as needed to provide real-time assistance for more complex issues.
• Maintain and improve support documentation, refining online help articles and FAQs to enhance customer self-service and efficiency.

Product Expertise & Customer Enablement

• Act as a product expert, staying up to date with feature updates, new releases, and best practices to provide proactive support and guidance.
• Support customer training and knowledge sharing by collaborating with the Customer Success team. Deliver advanced end-user training via webinars, documentation, and interactive sessions as needed.
• Identify gaps in customer knowledge and proactively create content or training materials to enhance user adoption and efficiency.

Collaboration & Team Support

• Collaborate cross-functionally, working closely with Product, Engineering, and Customer Success teams to advocate for customer needs and contribute to continuous product improvement.
• Provide feedback and insights from customers to internal teams, influencing product development and support processes.

Stakeholder Collaboration

• Ensure that Customer Success and Customer Support work together to deliver the outcomes the business needs by building a strong relationship with colleagues in other regions and functions.
• Work with the Product team to articulate to colleagues Arlo’s product roadmap, opportunities and growth.

Process Improvement & Optimisation

• Assist in identifying inefficiencies in support processes and suggest potential improvements to enhance response times, ticket resolution, and customer satisfaction.
• Support the implementation of workflow improvements by providing feedback and testing new processes in collaboration with the team and Regional Manager (NA).
• Help ensure smooth execution of support processes by following best practices and contributing to initiatives aimed at improving the overall customer experience.

Self Management

• Build and maintain your knowledge, skill and experience in your area of functional expertise.
• Develop your ability to build relationships of trust through personal development and coaching.
• Maintain & grow an understanding of the business, our customers, and our teams.

Experience & capabilities
Experience

• 2+ years proven experience in a Customer Support Role or similar role in a SaaS or technology company.
• Ability to work independently and collaboratively with cross-functional teams.
• Experience delivering end-user training or consultation.
• Knowledge of customer success tools and metrics (CRM, CSAT, NPS, etc.) would be an advantage.
• Familiarity with Arlo’s products and services would be an advantage.
• Experience dealing with integration tools like Zapier would be a bonus.
• Experience with Zendesk or a ticketing system would be a bonus.

Skills & qualifications

• Excellent problem-solving and analytical skills.
• Comfort in a scale-up environment where change is constant and innovation and collaboration are essential.
• Results-driven mentality, self-motivated, enthusiastic and with a “can do” attitude.
• HTML, CSS, and/or Javascript troubleshooting skills would be a bonus.
• Educated to degree level preferred but not essential.

A bit about us
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.
We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.
Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.
That success is put down to a combination of super talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.