2nd Line Technical Support Advisor

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.

• 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.