Product Support Assistant

1 week ago


Sheffield, United Kingdom Create Development Full time

**POSITION TITLE**: Product Support Assistant - The Development Wheel

**REPORTING TO**: Client Success & Communications Manager

**SALARY**: £22,000 - £25,000

**LOCATION**:Hybrid - preferably in Sheffield City Region

**WORKING PATTERN**:Full Time

**CONTRACT**:Permanent

Create Development is a sector leading Edtech company which finds innovative ways to support education settings and organisations to transform development experiences for EVERY child, teacher and family. We help education settings, families and communities to provide development experiences that create habits and develop relationships to transform the learning and lives of young people.

**PURPOSE AND SCOPE**:
The Development Wheel is one of Create Development’s core products. Described as a ‘Learning Insight Engine’, our innovative digital platform is used by organisations who are passionate about developing young people, and those who support them. With over 17,000 users annually, we are rapidly becoming a sector-leading product empowering people to feel confident, fulfilled and supported to become their best self.

We are entering an exciting period having recently secured funding to work in partnership with the Department for Education on a three-year project to positively influence young people’s life chances and their future flightpath. Alongside over a thousand education settings nationally and internationally, we have a growing portfolio of high-profile clients including Premier League football clubs, local government, and National Governing bodies for sport.

We are looking for a driven individual who will make the role their own and grow with the business at this pivotal time.

**Role**:

- Responsible for general platform ‘hygiene’ and maintenance - ensuring the backend of the platform is kept to an optimum.
- Working with both the Client Success team and our developers to ensure the platform is developed and improved in response to our customer needs and technological advances.
- Setting up customer platforms and building Development Wheels for ‘custom built’ clients.
- Contributing to and supporting analytics from the platform such as customer usage, data usage and fault logging.
- Using data collected from multiple sources to create reports for monthly and quarterly review meetings between the Managing Director and the board.

**EXPERIENCE, SKILLS & QUALITIES**:
**Essential**:

- Problem solver - drive to find solutions to existing problems, identify future ones, and proactively find ways to improve the platform
- Excellent organisational skills, self-motivated, ensuring deadlines are met, and ability to prioritise and manage own workload according to the level of urgency and importance
- Attention to detail, able to work accurately, identifying errors quickly and easily
- Conscientious; able and keen to always deliver best possible quality
- Able to work both independently where required, and as a team player

**Desirable**:

- Passion for Information Technology and digital products. Formal qualifications in IT not required, but a desire to learn more and develop with the role is essential
- Organised, methodical and process orientated
- Experience talking to clients, providing customer service or support

**COMPANY BENEFITS**
- Digital Wellbeing - we encourage regular breaks and being AFK (away from keyboard)
- Annual Leave - 20 days pro rata + 8 days public holiday (7 days to be taken over the Christmas period, inclusive of 3 public holidays)
- Pension Scheme
- Staff Care Group - have your say on how Create works and what wellbeing looks like for all Creators
- Employee Assistance Programme
- Staff Socials
- Internal and External CPD Opportunities

**CREATE CULTURE**

**We put children and young people’s outcomes first**

Our main goal is to improve the experience of learning and development for EVERY child.

**We are trusting and respectful**

We build trust with each other through developing open and honest relationships. We nurture a safe platform for honest communication. We create an environment for each other to excel. We believe that others’ positive intent, and our behaviour shows we are considerate and courteous. We act with integrity in everything that we do, and we value the trust that schools, families, and communities have in us.

**We celebrate our differences**

We champion diversity within our team and incorporated into our programmes. We embrace our differences and use them to enhance our creativity. A diverse and inclusive team provides differing opinions and feedback, which we use to make better decisions companywide.

**We are optimistic and lead positive change**

We provide strategic direction to advance our vision and global plan. We engage, motivate, and support key others to influence change. We review, police, and adjust our plans against agreed timelines & KPI’s. We take on challenges together, as a team, to find a way forward.

**We are collaborative and innovative*



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