Product Support Administrator

We’re looking for a Product Support Administrator to join our NEC Housing Team. You’ll play a pivotal role in supporting our innovative products for the Social Housing sector. With over £8 million invested annually in our award-winning solutions, we’re committed to helping customers deliver better services, more effectively. In this role, you’ll be part of a dedicated team focused on ensuring system reliability, delivering exceptional customer support, and driving continuous improvement across our housing management platforms. This role can be remote or hybrid, subject to location.

Responsibilities

• Provide responsive customer support via phone, email, and other channels.
• Manage and maintain strong relationships with assigned customer accounts.
• Accurately record all customer interactions, investigations, and resolutions.
• Monitor system dashboards and security alerts, taking prompt action when needed.
• Recreate and troubleshoot reported issues using internal guides and best practices.
• Collaborate with internal teams to resolve complex technical problems.
• Assist with application roll-outs and updates to ensure smooth implementation.
• Identify and resolve system errors to maintain optimal performance.
• Support configuration change projects and ensure accurate implementation.
• Apply release scripts and perform testing to validate configuration changes.
• Complete routine administrative tasks to support daily operations.
• Manage communications through shared mailboxes efficiently.
• Maintain up-to-date technical and procedural documentation.
• Provide out-of-hours support when required to ensure service continuity.

Qualifications

Essential:

• Proven experience with NEC Housing systems from a technical perspective.
• Strong background in Customer Service.
• Experience in maintaining accurate documentation.
• Hands-on experience with housing management software configuration.
• Expertise in troubleshooting and resolving Housing System errors.

Desirable:

• Working knowledge of SQL.

Benefits

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell (FTE).
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
• A selection of flexible benefits to suit your individual needs.
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects.

Other Information

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
• NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.
• If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us.
• We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.