2nd Line Technical Support Advisor

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 

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.