Product Support Specialist

Product Support Specialist

London or Belfast , hybrid working

Intapp is a growing software house providing enterprise SaaS solutions to over 2650 top tier  professional and financial services firms  We have over 1400 staff and offices across The US, UK, Europe and Singapore and are now looking for a Product Support Analyst to join our Client Support team to support our multi-award winning Dealcloud product, used by over 1700 financial service firms and investment banks.

This position will handle internal requests for our cloud-based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes and controlling site access.  This position may also include support ticket work through our help desk queue to diagnose and troubleshoot user issues.

In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Intapp and Dealcloud platforms.

What you’ll do:

• Responsible for triaging and resolving support tickets that flow into the help desk queue.  

• Assist employees with questions regarding new client site provisioning, changes and feature enablement.

• Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features.

• Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team.

• Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester.

• Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution.

• Provide clear and concise verbal and written communications with end-users.

• Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.

• May assist in new product release testing and UI feedback sessions with the Product team.

• May work on some product support tickets as needed to investigate, triage and resolve tickets that flow through the queue.

 What you’ll need:

• Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field.

• 18 months to 3 years commercial experience, ideally in a client facing application support role.

• Strong Excel skills

• Strong communication skills and a client focused approach

• Excellent problem-solving skills and the ability to work with limited supervision.

• Experience with SaaS (cloud based) software.

• Deep knowledge of Windows OS and Microsoft Office Suite

• Knowledge of help desk ticketing and workflows

• Ability to read and analyze application error logs

• Sharp troubleshooting and analytical abilities

• Understanding of functional programming concepts

• Dedication and commitment to resolve client issues

Bonus if you have any of the following:

• Microsoft, .NET, SQL or similar certification

• Basic scripting and programming experience

• Expert understanding of .NET Platform

• Strong understanding of data structures and algorithms

• Experience in C# and Entity Framework

• VBA programming experience (other languages acceptable)

• Ability to interact with a wide range of customers and technical issues

• Experience working in a dev environment, i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux

• Experience working in the private equity or investment banking sector is a strong plus

What you'll gain at Intapp:

• At Intapp, you’ll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You’ll be part of a growing public company, with a modern work environment that’s connected yet flexible and where your professional growth and well-being are top priorities.  We’ll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.

  Here, you will have the opportunity to:

• Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals. We offer reimbursement for training and continuing education to help you stay ahead in your career.
• Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration. Our complimentary lunches and fully stocked kitchens ensure you have everything you need to stay energized throughout the day.
• Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family.  Our family-formation benefits and support during your family-building journey ensure you have the resources you need when it matters most. We believe in giving back and supporting our communities with paid volunteer time off and a donation matching program for the causes you care about.

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Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.