Product Support Lead

Job Description

Your role in a nutshell;

At Freestyle we pride ourselves on being innovative thinkers and pragmatic problem solvers. It’s all about the attitude, getting stuck in to solve our clients’ challenges, listening and learning so that we can deliver even better next time, being confident and building our skills everyday so that we can all improve.

We are focused on delivering great customer experiences and this role is a fundamental part of this. Our clients rely on us to deliver outstanding ongoing service and support (and our reputation for quality and service are second to none) and as such, we’ll rely on you (with the support of our Delivery, Technical and QA/testing teams) to help deliver that service.

In this role, you’ll work with experienced QA (Quality Assurance) Engineers and Digital and Tech co-ordinator to ensure that digital products leaving our studio are of the highest quality - and that our clients receive the highest level of service and support. 

What the day to day might look like;

• Lead on the provision of a stand-out product support function within the agency

• Collaborate with Head of Delivery, Technical Director, Digital executive and QA Engineer on continuous improvement of support processes and ways of working

• Management of incoming support queries, carrying out initial first line investigation and troubleshooting of raised issues - alongside Digital and Tech Co-ordinator

• Book development resource for investigation and resolution of website and software issues, raising bug tickets in the appropriate Jira project for the product, with detailed replication steps

• Monitoring support contract budgets and managing resource bookings within that budget

• Tracking and reporting on support SLA's for support contracts

• Schedule BAU release dates and planning meetings, documenting and delivering release notes to the client

• Supporting in maintaining and executing release regression tests

• Support our Digital and Technical Coordinator with on-call duties

• Represent the product support function in client update meetings and reports as required

• Support AMA (Application maintenance agreement) contract renewals

Qualities that will help you smash it;

As a Product Support Lead you are passionate about your work and your development - as well as being highly passionate about technology and learning new things. You are a highly motivated team player with great communication skills and a strong desire to collaborate and succeed. As you step in to the role of Product Support Lead, you will be all of these things;

• Excited by technology and technically savvy

• Customer focused

• Engaged by problem solving and learning new things

• Learns new software easily

• Calm and resilient in the face of incoming P1 issues

• Strong communication skills

• Excellent time management skills

• Strong interpersonal skills and ‘teamwork’ mentality 

• Responsive, reactive and approachable

• Eye for detail

• Solid work ethic

• A self confessed nerd/tech geek! 

Why Freestyle.

First and foremost, our people are always at the core of what we do here at Freestyle. We’re a really friendly bunch and we love working, collaborating (and having a laugh) together.

We have a great list of perks including, but not limited to 28 days holiday (20 days, 2 duvet days and 2 weeks shut down at Christmas) - plus the chance to buy and sell more holiday, BUPA cash plan, competitive pension, fresh bread deliveries weekly…artisan coffee, a dedicated social committee and a whole load more!

What’s more, we’ve fostered a culture of trust, and we believe in giving our people the autonomy to own and shape their role, and work flexibly around their personal commitments and interests. We’ve created a truly safe environment where people can innovate, create, play and experiment and in addition we promote a ‘fail fast, learn fast’ mentality with a genuine understanding that we’re all human.

So if you’re looking to join a progressive, people-focused environment where you can really add value and have an impact on how we do what we do then get in touch today.