Product Support Specialist

Summary

Join our team as a Product Support Specialist to provide exceptional service to clients needing support with their Symplicity software. As the initial point of contact, you will provide telephone, chat, and helpdesk support; troubleshoot and test bugs; write internal support and training notes; train clients and new staff on Symplicity systems; assist with QA where needed; help write product requirements; produce client training materials; and collaborate with other internal staff members.

Requirements

• Bachelor's degree in a relevant subject
• Experience of using HTML and CSS to edit web content
• Ability to understand and write SQL database queries on production systems
• Using remote desktop to access servers
• Using Microsoft Internet Information Services (IIS) and Microsoft SQL server management studio
• Adept at technical trouble-shooting and creative problem-solving
• Excellent communication skills (verbal and written)
• Strong work ethic
• Approachable and able to act as a trusted advisor to clients
• Demonstrable personal initiative, self-motivated
• Team player, co-operative, flexible
• Ethical business standards

Responsibilities

• Provide answers to client questions via email, chat, and phone
• Research feature requests and suggest workarounds when possible
• Submit issues on JIRA on clients' behalf
• Write clear support notes
• Escalate issues as appropriate
• Keep the Manager, Client Support advised of any critical issues
• Collaborate/consult across teams as needed to resolve client issues and calls
• Configure application features, such as SAML/Azure Entra SSO, Email sending, and creation of student interface 'theme' packs
• Provide training to clients on system modules, including one-on-one sessions, demos, walk-throughs, and public webinars
• Train new staff members on system functionality and act as a help resource for other support staff
• Participate in ongoing internal training programs to maintain expected level of system knowledge to appropriately assist clients
• Perform imports of client data and set up auto import scripts for developers
• Assist with new client deployments as needed, including technical setup of applications on Microsoft web servers
• Assist with QA and testing as needed
• Help create and edit internal and client documents and reports
• Work with colleagues on other service delivery projects, as assigned by supervisor

Benefits

• Annualized salary of 28,000 GBP to 36,000 GBP, based on qualifications
• Holiday entitlement: 25 working days in addition to normal public or bank holidays
• Life Assurance
• Group Income Protection
• Pension Scheme