Product Support Agent

At Shireburn, we help businesses work smarter through innovative HR, payroll, and business software solutions. For over 40 years, we have partnered with organisations across multiple industries, providing technology that simplifies processes, improves efficiency, and supports business growth.

We're looking for a curious, analytical, and technology-minded Product Support Agent to help customers get the most from our software solutions. This is not a traditional customer support role. It's an opportunity to develop expertise in software support, troubleshooting, and problem solving while working closely with customers and experienced product specialists.

As a Product Support Agent, you'll investigate reported issues, analyse system behaviour, understand how our software works behind the scenes, and help customers find effective solutions. If you enjoy technology, learning new systems, and understanding how things work, this could be the opportunity for you.

What You'll Be Doing

• Provide remote support for Shireburn software solutions via phone, email, chat, and remote support tools.
• Act as the first point of contact for customer queries, incidents, and support requests.
• Investigate software-related issues by gathering information, analysing problems, and identifying possible causes.
• Create, manage, prioritise, and maintain accurate support tickets and customer records.
• Document findings, screenshots, error messages, and troubleshooting steps clearly and accurately.
• Replicate customer-reported issues and assist with troubleshooting and investigation activities.
• Escalate complex issues to senior support team members or other departments when required.
• Assist customers with software navigation, configuration, and general product usage.
• Contribute to the Support Helpdesk knowledge base and internal documentation.
• Analyse recurring issues and identify opportunities for continuous improvement.
• Work closely with Product, Development, and other internal teams to support customer issue resolution when required.
• Participate in scheduled on-call support rotations to ensure continued customer coverage.
• Build positive customer relationships by delivering a professional and customer-focused service.
• Perform other related duties as assigned.

What We're Looking For

• A genuine interest in technology, software, systems, gaming, IT, or problem solving.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills in English.
• Strong customer-service skills combined with professionalism and attention to detail.
• Ability to investigate issues methodically and identify practical solutions.
• Ability to explain technical information clearly to users with different levels of technical knowledge.
• Excellent organisational skills and the ability to manage multiple priorities effectively.
• Willingness to learn new systems, software applications, and business processes.
• A proactive mindset and commitment to continuous learning and development.
• Proficiency in Microsoft Office and general computer applications.
• Experience in customer support, technical support, software support, IT support, telecommunications, gaming, or a similar customer-facing environment will be considered an asset.
• Experience using ticketing systems such as Zendesk, Freshdesk, Jira, Zoho Desk, or similar platforms will be considered an asset.

You'll Thrive in This Role If You

• Enjoy troubleshooting and solving problems.
• Are naturally curious and enjoy understanding how systems work.
• Like investigating issues rather than simply providing answers.
• Enjoy helping customers whilst working through technical challenges.
• Have an interest in software, technology, IT, gaming, or systems.
• Enjoy learning new products and continuously developing your knowledge.
• Take ownership of issues and see them through to resolution.
• Thrive in a collaborative and fast paced environment.

What Success Look Like

• Delivering exceptional support and maintaining high levels of customer satisfaction.
• Developing strong knowledge of Shireburn products and solutions.
• Investigating and resolving customer issues efficiently and accurately.
• Maintaining high-quality documentation and support records.
• Demonstrating continuous improvement in technical knowledge and troubleshooting capability.
• Contributing to knowledge sharing and process improvements within the team.
• Building trusted relationships with customers and colleagues.
• Achieving performance targets and demonstrating readiness for increased responsibilities and career progression opportunities.

What sets a great Product Support Agent apart is not just technical ability, but a genuine sense of care, accountability, and willingness to go above and beyond.