Product Support Specialist

2 months ago

United Kingdom Symplicity Full time €28,000 - €36,000

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; write internal support and training notes; assist with QA where needed; help write product requirements; Help Desk Support: Provide answers to client questions via email, chat and phone. Write clear support notes. 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.
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.
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.
Team player, co-operative, flexible.
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.

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.
Holiday entitlement: 25 working days in addition to normal public or bank holidays
Life Assurance
• Pension Scheme

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