Mintel is on the lookout for an enthusiastic Product Support Specialist to kickstart their career in product management. This entry-level role is perfect for those eager to learn and grow, offering a direct pathway into the world of product development. You'll immerse yourself in Mintel's product suite, becoming a key player in resolving inquiries and enhancing user experience. Collaborating with teams like Customer Success, Engineering, and Marketing, you'll help solve problems and implement solutions.Your role will extend beyond troubleshooting; you'll also participate in Product Development projects through tasks like product testing, system audits, and quality checks, gaining a comprehensive understanding of the product management process. This is your chance to learn about Mintel's products and work with global teams, all while building a foundation for a future in product management.We're looking for a candidate with a customer-first approach, excellent problem-solving skills, and a passion for delivering quality solutions. If you're ambitious and ready to take the first step in your product management career, join us as a Product Support Specialist and start your journey with Mintel.

Triage and Resolution

• Quickly and accurately triage incoming issues, determining severity and impact.
• Provide thoughtful and value added answers to incoming questions, escalating to the appropriate subject matter expert when necessary.
• Collaborate with cross-functional teams to identify and implement effective solutions.
• Ensure timely resolution of issues to meet or exceed customer expectations.

Analysis and Reporting

• Create detailed reporting on incoming issues highlighting common themes, trends, notable items
• Proactively identify trends and patterns in reported issues to prevent recurrence.
• Contribute to the knowledge base first by quality checking content, then eventually documenting common issues and their resolutions.

Communication

• Provide clear and concise communication to both internal teams and external customers regarding the status and resolution of issues.
• Share reporting on incoming issues highlighting common themes, trends, notable items.

Product Development

• Provide feedback and contribute to the improvement of product functionality.
• Audit and report on third party implementations to proactively identify and mitigate issues
• Ensure third party tools are updated and accurate 
• Drive individual and team efficiency by improving working processes, increasing organisation and implementation of best practices.

These are the skills we're looking for in the ideal candidate. If you possess some of them but not all, and are eager to learn and develop them, we encourage you to apply.

Triage and resolution 

• Ability to work both independently and collaboratively within a team.
• Positive and constructive attitude, especially in high-pressure situations.
• Ability to work in a dynamic and fast-paced environment.
• High level of attention to detail in identifying, documenting, and resolving issues.
• Ability to collaborate with cross-functional teams and external stakeholders.
• Willingness to adapt to new technologies and processes.
• Ability to understand and empathise with customer needs and challenges.

Analytics and reporting

• Strong analytical and problem-solving skills.
• Ability to analyse data and trends to identify potential issues and propose solutions.
• Ability to distill complex analysis into clear and concise reports which can be shared with the business.

Communication

• Fluency in English language with excellent written and verbal communication skills.
• Ability to communicate complex issues in a clear and concise manner.
• Strong documentation skills, including the ability to maintain detailed records and contribute to knowledge bases.

Product development

• Proactive approach to problem-solving and continuous improvement.
• Ability to identify areas for enhancement and propose solutions