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- Tasks: Provide technical support and deliver engaging training to help users master our SaaS platform.
- Company: Join a dynamic team at a leading tech company focused on customer success.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference by empowering users with the skills they need to succeed.
- Qualifications: 1-2 years in IT support, strong communication skills, and a passion for teaching.
- Other info: Office-based role with occasional travel and a supportive team environment.
The predicted salary is between 30000 - 42000 £ per year.
Reporting to the Customer Support Manager, this role combines technical customer support with structured system training and documentation. The Trainer - Technical Customer Support will work closely with customers to troubleshoot application issues, validate data-related problems, and deliver clear, repeatable training to ensure confident system adoption. This role is ideal for someone with 1-2 years' experience supporting SaaS or database-driven applications, who enjoys translating technical concepts into clear guidance for end users.
As the platform is highly configurable, full system training is provided, supported by a structured probation period with monthly reviews to ensure full competency within six months.
Key Responsibilities- Technical Customer Support
- Provide front-line application support via phone, email, MS Teams, and support portal
- Reproduce and validate reported issues, including data and configuration-based problems
- Log detailed defect and enhancement requests, documenting workflows, decision logic, rules, and expected outcomes
- Liaise with second-line support and development teams to support resolution
- Develop in-depth knowledge of the SaaS platform's UI, configuration options, and underlying data structures
- Support user access management, licensing, and permissions
- Coordinate and support application updates for hosted customers
- Maintain clear audit trails aligned with data protection and anonymisation requirements
- Data, SQL & Documentation
- Use SQL to investigate data issues, validate records, and support root-cause analysis
- Understand data anonymisation principles and secure handling of customer information
- Produce structured support articles, FAQs, and technical documentation
- Create and maintain training manuals, guides, and procedural documentation
- Develop reusable documentation to reduce repeat support requests and enable customer self-service
- Contribute to internal and customer-facing knowledge bases, including content optimised for AI search tools
- Training Delivery
- Deliver remote and occasional onsite system training sessions
- Produce bespoke training materials tailored to customer workflows and use cases
- Support internal teams with technical and training documentation
- Ensure training content aligns with system changes and updates
- Minimum 1 year experience in IT, software, or SaaS support
- Experience supporting database-driven applications
- Confident communicating technical issues to non-technical users
- Strong documentation and written communication skills
- Ability to learn complex systems quickly and troubleshoot logically
- SQL database experience
- Exposure to ISO-aligned environments (e.g. ISO 9001 / ISO 27001)
- Experience supporting public sector or regulated organisations
- Support portal experience (e.g. Freshdesk or similar)
- Hosted web applications (e.g. IIS or equivalent)
- Train-the-Trainer certification
- Eligibility to work in the UK
- A-Level in a STEM subject
- Degree in IT, Computer Science, or related field (advantageous)
- Core hours: Monday-Thursday: 09:00-17:00, Friday: 09:00-16:30
- On-call rota covering early mornings and evenings (minimum two slots per week)
- Role is predominantly office-based with occasional business travel
Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.
Onboarding Specialist in Bristol employer: Oscar Associates (UK) Limited
Contact Detail:
Oscar Associates (UK) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onboarding Specialist in Bristol
✨Tip Number 1
Get to know the company inside out! Research their products, culture, and values. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Since this role involves troubleshooting and SQL, brush up on those areas. You could even set up a mock scenario to demonstrate your problem-solving abilities during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join us at StudySmarter!
We think you need these skills to ace Onboarding Specialist in Bristol
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Onboarding Specialist role. Highlight your experience with SaaS or database-driven applications, and don’t forget to mention any relevant technical support skills you have!
Show Off Your Communication Skills: Since this role involves translating technical concepts for non-technical users, it’s crucial to demonstrate your strong written communication skills. Use clear and concise language in your application to showcase your ability to explain complex ideas simply.
Highlight Your Problem-Solving Abilities: We love candidates who can troubleshoot effectively! In your application, share examples of how you've resolved technical issues in the past, especially if you’ve used SQL or worked with data-related problems.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Oscar Associates (UK) Limited
✨Know Your SaaS Inside Out
Make sure you have a solid understanding of the SaaS platform you'll be supporting. Familiarise yourself with its UI, configuration options, and data structures. This will help you answer technical questions confidently and demonstrate your ability to troubleshoot effectively.
✨Communicate Like a Pro
Since this role involves translating technical concepts for non-technical users, practice explaining complex ideas in simple terms. You might even want to prepare a few examples of how you've done this in the past, as it shows your ability to connect with customers.
✨Show Off Your Documentation Skills
Be ready to discuss your experience with creating support articles, FAQs, and training materials. Bring examples if you can! Highlighting your strong written communication skills will show that you can produce clear and effective documentation.
✨Prepare for SQL Questions
Brush up on your SQL knowledge, as you'll need to investigate data issues and validate records. Be prepared to discuss any relevant experience you have with SQL databases and how you've used them in previous roles.
