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- Tasks: Provide 2nd line technical support and resolve customer issues with Tes products.
- Company: Join Tes Global, a leading education technology company dedicated to improving learning experiences.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive team environment.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact in education.
- Qualifications: Experience with MS Office, web-based software, and database querying is essential.
- Other info: Salary starts at £26,500 with opportunities for growth and development.
The predicted salary is between 26500 - 26500 £ per year.
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
Role Overview
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.
Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin, or on the basis of disability. We invite applicants to contact us directly to identify any additional support required.
Other details
- Pay Type Salary
- Min Hiring Rate £26,500.00
- Max Hiring Rate £26,500.00
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2nd Line Technical Support Advisor employer: Bohemian Rhapsody Silver
Contact Detail:
Bohemian Rhapsody Silver Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Technical Support Advisor
✨Tip Number 1
Familiarise yourself with the specific technical tools mentioned in the job description, such as JIRA and SQL databases. Having hands-on experience or even completing online tutorials can give you a significant edge during the interview.
✨Tip Number 2
Brush up on your problem-solving skills by practising common technical support scenarios. Role-playing these situations with a friend can help you articulate your thought process clearly when faced with real-life issues.
✨Tip Number 3
Showcase your ability to work both independently and as part of a team. Think of examples from your past experiences where you successfully collaborated with others or took initiative on your own, as this will resonate well with the hiring team.
✨Tip Number 4
Prepare to discuss how you handle pressure and maintain a positive attitude in challenging situations. Sharing specific instances where you managed stress effectively can demonstrate your suitability for the fast-paced environment at StudySmarter.
We think you need these skills to ace 2nd Line Technical Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a 2nd Line Technical Support Advisor. Focus on your technical support experience, familiarity with tools like JIRA, and any experience with SQL databases.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Showcase Technical Skills: Clearly outline your technical skills in your application. Include your experience with MS Office, web-based software, debugging APIs, and any other relevant tools or technologies mentioned in the job description.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a technical support role.
How to prepare for a job interview at Bohemian Rhapsody Silver
✨Showcase Your Technical Skills
Be prepared to discuss your experience with the tools mentioned in the job description, such as JIRA and SQL. Bring examples of how you've used these tools to solve technical issues in the past.
✨Demonstrate Problem-Solving Abilities
During the interview, be ready to walk through a technical problem you’ve solved. Explain your thought process and the steps you took to reach a resolution, highlighting your decision-making skills.
✨Communicate Clearly
Since the role involves liaising with customers and teams, practice articulating your thoughts clearly and confidently. Use simple language to explain complex technical concepts, as this will demonstrate your ability to communicate effectively.
✨Research the Company and Products
Familiarise yourself with the company's products and services. Understanding their offerings will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
