Product Support Specialist, EMEA

2 months ago

United Kingdom Symplicity Full time

Symplicity is a global provider of technology solutions to Higher Education institutions.

Symplicity is seeking a new Product Support Specialist to work as a member of the product support team, which works closely with client managers, product team and sales.

Product Support Specialist (PSS) are the initial point of contact for clients needing support with their Symplicity software. Their goal is to provide exceptional service both internally and externally.

The PSS provides 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.


Essential Duties

  • Help Desk Support: 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.
  • Configuration of application features, such as SAML/Azure Entra SSO, Email sending, and creation of student interface ‘theme’ packs.
  • Client Training: Provide training to clients on system modules, including one-on-one sessions, demos, walk-throughs and public webinars.
  • Internal Training: 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.
  • Data Import: Perform imports of client data and set up auto import scripts for developers.
  • New Client Implementations: Assist with new client deployments as needed, including technical setup of applications on Microsoft web servers.
  • System Testing: Assist with QA and testing as needed.
  • Documentation: Help create and edit internal and client documents and reports.
  • Professional Services : Work with colleagues on other service delivery projects, as assigned by supervisor.
  • Other duties as assigned.


Minimum Qualifications

  • 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.


Desirable Qualifications

  • Experience of University Careers Services, Experiential Education/Work-based Learning and/or Careerhub / UniHub is preferred, but not required.
  • Experience of Amazon Web services, in particular, configuration of S3 and SES.


Information about Working Condition and Remuneration

  • This role is fully remote, with some occasional travel to client locations or for team meetings.
  • The successful candidate will be provided with a company laptop, and is expected to organise a suitable working location themselves.
  • 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
  • The following company-paid benefit plans are established:

• Life Assurance

• Group Income Protection

• Pension Scheme

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