Product Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🪄 Product Specialist

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Board Intelligence

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 Private equity on 2024-09

SaaS • Enterprise • B2B

Board Intelligence is a London-based company (founded 2008) that provides an AI-powered board management platform and advisory services to governance teams, company secretaries, executives, and board directors. Its SaaS products include a secure board portal, agenda planning, report-writing tools, AI minute-writing, meeting preparation, and board evaluation and development services; the company emphasizes security and the science of board effectiveness. Board Intelligence serves professional services, financial services and large enterprises, and cites clients across the FTSE 100, Fortune 500 and OMX 30 (trusted by 30% of the FTSE 100 and 80,000+ leaders).

📋 Description

• Provide first-line phone and email support to global clients and resolve queries in line with SLAs • Diagnose issues and distinguish software bugs from training needs • Monitor internal messaging, platform status and uptime for potential client-impacting issues • Escalate unresolved issues to Second Line Support, Engineering or Customer Success with clear context and diagnostic notes • Use worksheets and flows to manage daily workload expectations • Contribute to support articles and occasional client training • Perform routine client audits and maintain accurate records of client interactions • Become an expert on the Board Intelligence platform and keep up to date with product developments • Conduct user data requests and analysis, and perform ad hoc platform testing • Take on projects from other teams • Provide customer feedback to product and customer teams • Contribute ideas to improve team and internal processes • Maintain security procedures and ask pertinent questions to understand complex issues • Act as an ambassador for Board Intelligence principles and standards • Work independently overnight as the principal point of contact for the business on some nights

🎯 Requirements

• A track record of customer service and/or technical support work from a relevant business or industry • Excellent spoken and written communication skills, with the ability to explain concepts clearly and confidently by phone and email • Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues • High levels of motivation, with a proactive mindset and the ability to use your own initiative while working largely unsupervised overnight • Impeccable attention to detail and a commitment to high standards • Confidence to ask questions to establish exactly what someone needs before providing an answer • Ability to multitask, remain calm under pressure, and prioritise incoming tickets and calls • Naturally inquisitive, with an interest in technology, customer service and problem solving • Comfortable working autonomously from home, with a reliable, professional home working setup • Basic fault diagnostics, triage and resolution skills • Basic familiarity with JIRA, or similar, for logging and tracking customer issues • Exposure to Datadog, or basic log review and monitoring • Exposure to PagerDuty, or other alert and incident management systems • Exposure to BugSnag, or other error reporting tools

🏖️ Benefits

• Full time employee • Remote work from home • Opportunity to support other parts of the business and learn new skills • Opportunity to contribute to support articles and occasional client training • Exposure to product developments and UK daytime content • Diversity, equity and inclusion commitment • Reasonable adjustments accommodated during the hiring process