Mintel is seeking a highly motivated and detail-oriented Product Support Specialist to join our Product Development team. In this role, you will become an expert on Mintel’s product suite, using your knowledge to triage and answer questions related to our products, ensuring clients and employees optimize their use of Mintel’s products.You will collaborate directly with our users but also with other internal teams such as Customer Success, Engineering, Operations, Marketing, Legal and Product Development to resolve issues and implement solutions.  

In this role, you will also have the opportunity to support ongoing Product Development projects through product testing, auditing systems, quality checking documentation, conducting research and preparing analysis on your findings. This is a great opportunity to enter the world of product management and market intelligence. You’ll learn about all of Mintel’s products while working with teams across the globe.

The ideal candidate will have a customer centric mindset, strong problem-solving abilities, excellent communication skills, and a passion for delivering high-quality solutions. Mintel embraces the entrepreneurial spirit and strongly believes in promoting from within. Exceptional candidates will be afforded the chance to engage in supplementary project assignments within the Product Development team.

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.
• Exceptional candidates will be afforded the chance to engage in supplementary project assignments within the Product Development team.

Triage and resolution 

• Proven 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.
• Experience in collaborating with cross-functional teams and external stakeholders.
• Willingness to adapt to new technologies and processes.
• Ability to understand and empathize with customer needs and challenges.

Analytics and reporting

• Strong analytical and problem-solving skills.
• Ability to analyze 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 technical 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.