Product Support Specialist

Location: Fully Remote
Job Type:  Full Time, Business hours, Monday - Friday
Salary: Competitive, based on experience

About Us 

ROI has grown to nearly 400 staff over 20 years, supporting more than 25 UK car and van manufacturers and 4 across Europe. We work with 70% of the UK’s automotive brands, including BMW, JLR, Volvo, Kia, and Volkswagen, helping them achieve sales goals and deliver exceptional customer service.

Our organisation is made up of three specialised divisions:
ROI – outsourced people services for sales and service teams
Codifi – technology division delivering IT solutions and support
Unifi – B2B marketing driving targeted business growth

The Role

We’re hiring a Product Support Specialist to join our CODIFI technology team. This role is key to ensuring our internal and external users get the most from our SaaS and Salesforce systems. You’ll provide first line support, troubleshoot technical issues, and help deliver smooth service across multiple platforms, while gaining exposure to marketing systems, CRM tools, and process automation

Key Responsibilities:

• Serve as the first point of contact for internal and external users.
• Respond to and log support requests via phone, email, or ticketing systems.
• Troubleshoot and resolve technical issues across SaaS applications, Salesforce, Amazon Connect, and Freshworks.
• Escalate complex issues according to process.
• Manage user accounts, access requests, and basic system configurations.
• Build marketing campaigns in Account Engagement, Marketo, and Campaign Monitor.
• Maintain accurate documentation of incidents and resolutions.
• Support smooth service delivery across development and Salesforce teams.
• Build positive relationships with customers and colleagues.

What We’re Looking For

Key Skills & Experience:

• Previous experience in first-line or IT support.
• Basic knowledge of Salesforce is advantageous.
• Ability to work across multiple platforms simultaneously.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
• Excellent attention to detail and organisational skills.
• Ability to prioritise tasks, manage time effectively, and work in a fast-paced environment.
• A proactive attitude and willingness to learn and grow within a technical support role

We’re looking for a highly motivated individual with a passion for technology and problem-solving. If you’re detail-oriented, adaptable, and eager to develop your skills in IT and CRM support, we want to hear from you.

Why Join Us?

We understand how important it is to look after our employees so in return for the hard work, we offer amazing benefits including:

• a £500 annual health and wellbeing allowance to use against products and services to improve your mental or physical wellness such as gym membership, sportswear, wellness apps and additional healthcare cover for dependents.
• access to education bursaries to learn new skills.
• a day off and a voucher to get yourself something nice on your birthday
• company pension
• healthcare plans including private medical insurance and dental cover
• 22 days annual leave rising to 30 with length of service
• subsidised car purchase schemes available 

Join us and be part of shaping the future of automotive excellence.

How to Apply

If you’re interested in joining us as a Product Support Specialist, apply today!

We encourage applications from all backgrounds and are committed to providing an inclusive, supportive workplace.