Title: 2nd Line Technical Support Advisor
Location: Talbot Green
Full time, Permanent, Hybrid working (3 days working in the office, 2 days at home working per week)
Line manager: Technical Operations Manager

Role overview

Providing 2nd line technical product support to our customers, liaising with Product and 3rd line tech to ensure customer-impacting issues are resolved in a timely manner. Be inspired and challenged as part of our best-in-class support team, with great opportunities for you to explore.

Key responsibilities

• Providing 2nd line technical support to our customers across multiple Tes products.
• Manage product-related technical queries, incidents, and problems to resolution.
• Identifying potential product bugs, enhancements, and feature requests including co-operating with the engineering and product team through weekly meetings to establish priorities.
• Utilising JIRA (technical service management tool) to register, track, and update entries.
• Diagnosing and arranging database/SQL queries.
• Solving technical issues for clients related to our products.
• Careful handling of sensitive data, adhering to relevant data privacy regulations and legislation.
• Diagnosing data issues and working with platform operations and product development teams to resolve them.
• Analysing mail delivery reports, identifying potential issues, and resolving such cases.
• Browser error diagnosing for SaaS products.
• Integrating and maintaining school MIS information systems into our products.
• Recognising and communicating issues/features with our Engineering/Product teams.
• Work effectively as a team and autonomously.
• Maintain strong, up-to-date technical and product knowledge across the Tes brands to advise and add value to customers’ experiences and encourage engagement.
• Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
• Assist other areas of the Operations department when necessary due to demand.

Education and experience requirements

• Experience with using MS Office suite.
• Experience with using web-based software e.g., TeamViewer, Office 365, Jira, LogMeIn Rescue.
• Experience debugging/querying APIs using Postman/Insomnia.
• Experience identifying issues/errors using browser console/network tabs.
• Experience querying databases (Microsoft SQL Studio/phpMyAdmin).
• Technical skills required with an aptitude for using software products of varying complexity.
• Ability to plan and carry out work independently or as part of a team.
• Decision-making and bringing innovation to problem-solving.
• Helpful and positive attitude in a busy environment.
• Able to project a respectable and professional image.
• Ability to maintain a calm approach and work effectively under pressure.
• Communicates clearly and confidently, both verbally and in writing.

Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin, or on the basis of disability. We invite applicants to contact us directly to identify any additional support required.

Job Type: Full-time

Pay: £25,000.00-£26,650.00 per year

Work Location: Hybrid remote in Pontyclun CF72 9FG