Product Support Specialist

Position Overview: 

Do you love tech 💻, but have a passion for people too 🥰? We are looking for a Product Support Specialist eager to build a career in a dynamic technology environment. You will collaborate with experienced Technical Support and Engineering teams to support our range of queueing solutions. This role encompasses planning, implementation, maintenance, and support of the bespoke LoQueue℠ product set. 

As part of our virtual queuing team, you’ll partner with our operations teams to support and maintain our patented suite of virtual queuing technology, saving over 12 million guests worldwide more than 4.2 billion minutes of waiting in line! 

The Product Support Specialist will deliver high-quality product and technical support, ensure maximum uptime of our systems, engage and collaborate with all internal stakeholders, and effectively plan and communicate new initiatives and ongoing maintenance tasks. The ideal candidate is a self-motivated, detail-oriented individual who will do whatever it takes to meet clients' needs. 

Location: Twyford, UK

Reports to: Product and Technical Support Manager 

Travel ✈️ Requirement: Up to 25%, attending the Twyford office and client venues as required 

What you’ll be working on: 

• Assisting with the configuration and deployment of LoQueue software and hardware from Test into Staging and Production environments.
• Supporting UAT and implementation of system software, hardware, and network infrastructure into parks or external clients, ensuring tasks are delivered on time.
• Providing 2nd line support for both internal and external end-user challenges.
• Configuring, diagnosing, repairing, and maintaining system hardware ready for delivery into live operations.
• Assisting with scheduled park maintenance visits, ensuring the integrity of the park network infrastructure for all LoQueue products.
• Aiding in the delivery and return of system hardware, ensuring all tracking processes are followed and executed correctly.
• Assisting with periodic out-of-hours “on-call” support, ensuring all issues are dealt with or escalated in a timely manner and accurately tracked.
• Operating the stock and inventory management system, ensuring accurate submission and tracking of assets.
• Developing and ensuring correct processes and procedures are followed to maintain a safe, organized, and suitable stock room
• Managing the procurement of system hardware for replacement/obsolete parts.
• Maintaining and developing existing and new customer/end-user/supplier relationships through individual site support and liaison with internal/external teams.
• Complying with all Health and Safety requirements, including producing Risk Assessments and Method Statements. 

What you bring to the role: 

• Self-motivated and disciplined with a clear vision of the future.
• Strong interpersonal skills for working within a highly collaborative, cross-functional, and team-oriented environment.
• Adept at solving complicated technical problems, an excellent communicator (both verbally and written), organized, and thorough.
• Able to professionally and effectively communicate with external clients with strong written and verbal skills.
• Maintain advanced organizational skills to prioritize tasks and work on multiple projects in parallel.
• Experienced with Microsoft operating systems and Microsoft Office suite.
• Working knowledge of power and hand tools, Health & Safety, and PPE.
• Ability to occasionally spend long periods standing, moving, or working at height.
• Full UK driving licence.
• Must be able to work days, evenings, weekends, and holidays to meet business needs.
• Able to work in all weather conditions, both indoors and outdoors.

Note: ‘years of experience’ may not always be the best measure for your ability to succeed in this role. If the below bullet points feel like you, please consider applying.

⭐️  Bonus points if you have: 

• Bachelor’s degree in business, technology, or a related field.
• Previous/current attractions/theme park experience.
• A keen interest in technology, web-based apps, and data.
• An understanding of HTML, CSS, and SQL.
• Basic understanding of database concepts.

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.  

Perks & Benefits

• Competitive compensation package including an annual bonus opportunity, because your hard work deserves recognition;
• 8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure) – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶;
• Robust health insurance scheme with the opportunity to participate in private medical scheme after satisfactory performance;  
• Matching pension scheme (up to 8%) for a secure financial future;
• Gain unlimited access to Udemy for Business to support ongoing learning and career development;
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.  

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