Product Support Analyst
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Chemist4U is proud to be one of the UK's largest online pharmacies, processing over 180,000 prescriptions a month. We’re committed to making healthcare affordable, accessible, and convenient for everyone.
We simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.
About the role
We're looking for a proactive and detail-oriented Product Support Analyst to join our eCommerce Product team. You’ll play a key role in the smooth running of the team, from tracking product issues to coordinating updates and supporting cross-functional communication. You will support the ongoing development of our digital products, ensuring our customers and internal teams have the resources, documentation, and assistance they need to succeed. You’ll work closely with product managers, developers, marketing and customer-facing teams to help deliver the best possible experience for our users.
This role is perfect for someone who’s organised, tech-savvy, and eager to learn more about how digital products are built, improved, and supported.
Key Responsibilities
* Provide day-to-day support to the product team with administrative, operational, and customer-related tasks.
* Monitor and triage incoming product issues and user feedback, escalating bugs and feature requests appropriately.
* Collaborate with customer service, marketing, and tech teams to ensure timely resolution of product-related inquiries.
* Assist in maintaining and updating product documentation, FAQs, and internal knowledge bases.
* Help track progress on product tickets
* Support QA testing before and during product releases
* Collect and analyse data and user feedback to identify patterns and inform product improvements.
* Assist with coordination and logistics for product launches, team meetings, and stakeholder updates.
Qualifications and Experience
* 1-2 years of experience in a support, or testing role - preferably within an eCommerce environment
* Familiarity with Magento is a plus.
* Experience using Jira and Microsoft Tools
* Understanding of the Product Lifecycle and Agile/Scrum fundamentals.
* Triage, ticketing and cross-team liaison skills.
* Experience with analytics tools (Google Analytics, Looker, Hotjar.)
* Previous exposure to UX/UI design, A/B testing, or customer journey mapping.
* Excellent written and verbal communication skills.
* Strong organisational skills with attention to detail.
* A customer-first mindset and problem-solving attitude.
* Ability to multitask and thrive in a fast-paced, collaborative environment
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Retail
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