Support Specialist

at Patsnap in London

(₤26000203 per year)

SUPPORT SPECIALIST, PATSNAP UK

About Patsnap
PatSnap is the world’s leading IP Analytic and Management platform that empowers senior business leaders to accelerate growth through Innovation and R&D. IP and patent strategy is now a major board level priority – our product solves a real and growing problem globally. Our differentiation is the reason behind the company’s exponential growth. PatSnap technologies make patent intelligence more accessible to non-IP proficient business users and provide intuitive analytics, making our products usable and sticky.

Our market is limitless because patent strategy is relevant to all businesses ranging from NASA to PepsiCo.

PatSnap has been commercially active since July 2007, we now employ over 300 people worldwide and through funding we continue to scale rapidly. We have offices in Singapore, China, London and San Francisco.

Job Description
We are looking for a Support Specialist to join our newly created Customer Success Operations team. This position is responsible for handling all client requests and technical queries.
The Support Specialist will educate our clients, answer questions, and troubleshoot any related problems about the PatSnap platform, products and services
The role would suit a recent graduate and the successful candidate is expected to maintain a professional, courteous and customer success focused attitude at all times.

Key Responsibilities
» Achieve high levels of quality client engagement.
» Become a ‘product champion’ with absolute knowledge of the PatSnap tools
» Create and maintain accurate contact and activity records in the Support platform (Zendesk).
» Pro-actively collect, analyse and share customer feedback with colleagues in the sales team and with product development.
» Work closely with colleagues to deliver consistent service to the clients
» Continuously build and maintain high levels of specialisation in the IP and patent intelligence market
» Escalate all comments and queries to the head of the department for follow up.
» Support the Customer Success team and all other divisions with ad hoc projects as and when required.
Skills/Qualifications
» Organised – Meticulous in your approach to managing all aspects of your professional life.
» Drive - Motivated by success, passionate and highly driven to meet and exceed both personal and professional targets.
» Intelligence – Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
» Work Ethic – Possess a strong willingness to work hard and sometimes long hours to get the job done, has a track record of working hard.
» Persistence – Demonstrates tenacity and willingness to go the extra mile.
» Creativity/Innovation - Generates new and innovative approaches to problems.
» Teamwork – Reaches out to peers and cooperates with supervisors to establish an overall
» Educated to university degree level or equivalent.
» Comfortable with the use of the Microsoft Office suite.
» Computer-literate with a real enthusiasm for technology and innovation.


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Published at 12 Jan 2017
Expires on 12 Mar 2017
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