Product Support Specialist

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Full Time Little Russell St, London, City of, GB

3 days ago Requisition

Markmonitor Group, is a premier provider of enterprise domain portfolio management, brand protection, domain strategy, registration, and anti-abuse solutions. Serving thousands of the world's leading brands and managing extensive domain assets for high-profile clients across 80+ countries. The company operates in a highly international environment with regional headquarters in Boise (US), London (UK), Tokyo (Japan), with additional offices and support in multiple countries.

This global footprint involves cross-border transactions, digital services delivery, intellectual property management, and compliance with diverse regulatory and tax regimes worldwide.

Product Support Specialist
is the primary bridge that helps internal customers resolve technical or operational issues with a company's products. They act as a bridge between users, support agents, and the engineering team to fix problems, improve the user experience, and ensure products work as intended.

The Product Support Specialist provides staff with timely and accurate first line support for issues or requests they encounter in their day-to-day use of the group's digital products and services where they are unable to resolve themselves through current system functionality or processes.

• Provide high quality, timely front line semi-technical product support to Markmonitor Group staff for a range of group products Including but not limited to
  • Portal EPP Registry Services (Com Laude, Markmonitor, Markmonitor Group)
  • Portal Support (Com Laude, Markmonitor, Markmonitor Group
  • Support for DNS related questions and issues. Support for SSL related questions and issues.
  • Assist with managing JIRA queues/projects.
  • Services such as DPML, TMCH Watch Services
  • Intelligence
  • Partnership support (White label and reseller)
• Provide guidance to staff on the use of our products
• Troubleshoot and prioritize technical issues, and expand to specialists when appropriate for further troubleshooting or de-bugging
• Prepare and send out communications (and updates) regarding known issues and progress of resolution for issues. Facilitate a high-end customer experience related to product support
• To actively contribute to the wider Product management function and overall improvement of our product lines.
• Produce support documentation and FAQs for use by wider product users

• High School diploma or equivalent
• A good working knowledge of domain names, DNS, registries, and registrars
• An understanding of domain name systems and processes
• Demonstrable experience in providing great customer service
• Competent with Office Products
• Experience with troubleshooting and ticket escalation
• Strong problem solver with a practical, solution-focused approach.
• Effective communicator, both verbally and in writing.
• Detail-oriented, with strong analytical skills and sound judgment.
• Experience translating technical concepts and solutions to non-technical audiences
• Some familiarity with SQL (but training will be provided)

• Full-Time
• Standard business hours follow UK time (BST/GMT), Monday–Friday, with flexibility for non-standard hours to accommodate global operations and deadlines.