At a Glance
- Tasks: Provide technical support for complex products and resolve customer issues.
- Company: Join Tes, a global Edtech leader empowering schools and educators.
- Benefits: Enjoy 25 days annual leave, pension, and access to various perks.
- Other info: Hybrid working model with opportunities for learning and development.
- Why this job: Make a real impact by helping customers maximise product value.
- Qualifications: Strong problem-solving skills and excellent communication abilities required.
The predicted salary is between 36000 - 44000 £ per year.
Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
Job Description Posted Tuesday 4 August 2026 at 05:00
Working Pattern: Hybrid, includes 3 days each week in the office
Contract Type: Full time, permanent
Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.
Role overview: Provide technical and operational support for complex products, to resolve product and usage issues including those where specialist knowledge is required, across stages of the customer lifecycle.
Key Responsibilities:
- Provide technical and operational support to resolve product or usage issues, regardless of point in the product lifecycle (e.g. pre-sales, onboarding, in-life support and value realisation, retention and offboarding). Includes direct customer engagement as well as specialist subject matter expert support across stages of the customer lifecycle.
- Maintain technical and operational expertise in relevant products, providing guidance and sharing knowledge and advising on configuration, product limitations and best practice, and contributing to Chapters as applicable.
- Surface insights and recurring issues to Product teams to support ongoing product-specific and broader ecosystem evolution.
What will you need to succeed?
- Technical Troubleshooting: A successful candidate will demonstrate strong problem-solving skills and the ability to investigate, diagnose and resolve product or user issues efficiently. They will be comfortable working with support tools, following logical troubleshooting processes and escalating issues with clear, actionable information when required.
- Solution Engineering & Implementation Guidance: A successful candidate will demonstrate the ability to support customers through product configuration, onboarding and implementation activities. They will be confident guiding users on best practice and helping customers maximise value from the product.
- Knowledge Management & Product Influence: A successful candidate will demonstrate a proactive approach to knowledge sharing and continuous improvement. They will be able to clearly document solutions, identify recurring customer challenges and contribute ideas that improve product adoption and the overall customer experience.
- A successful candidate will demonstrate excellent communication skills, with the ability to translate technical concepts into clear, customer-friendly language. They will build trust with customers by managing expectations effectively and delivering a positive support experience.
- Cross-Functional Working: A successful candidate will demonstrate the ability to collaborate effectively with colleagues across Customer Success, Product and Technology teams. They will confidently communicate customer feedback, identify recurring issues and contribute to solutions that improve both product performance and customer outcomes.
- Revenue & Growth: A successful candidate will understand the important role product support plays in customer satisfaction, retention and long-term success. They will be confident using their product expertise to support customer conversations, strengthen customer confidence and help customers realise maximum value from our solutions.
What do you get in return?
- 25 days annual leave rising to 30
- 5% pension
- State of the art offices
- Access to a range of benefits via My Benefits World
- Free eye care cover
- Life Assurance
- Cycle to Work Scheme
- EAP (Employee assistance programme)
- Monthly Tes Socials
- Access to an extensive Learning and Development menu
Complex Product Support Associate in Sheffield employer: Tes Global
TES Global is an exceptional employer that fosters a creative and collaborative work environment in the vibrant city of Sheffield. With a strong focus on employee growth, we offer numerous opportunities for professional development alongside competitive benefits and a flexible hybrid working pattern. Join us to be part of a dynamic team dedicated to producing impactful video content that resonates with audiences across various platforms.
StudySmarter Expert Advice🤫
We think this is how you could land Complex Product Support Associate in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tes Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tes Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complex Product Support Associate in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tes Global:Your cover letter is your chance to shine! Tell us why you want to work at Tes Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tes Global!
How to prepare for a job interview at Tes Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
