At a Glance
- Tasks: Provide specialist technical support for our innovative school management system, Tes Engage.
- Company: Join Tes, a global leader in EdTech, empowering educators worldwide.
- Benefits: Competitive salary up to £32,000, hybrid working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous learning and career advancement.
- Why this job: Dive deep into complex problems and make a real difference in education technology.
- Qualifications: Knowledge of SQL, strong analytical skills, and excellent customer communication.
The predicted salary is between 28800 - 32000 £ per year.
- Job
- Title: Complex Product Support Specialist
- Department: Customer Value and Success
- 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
We’re looking for a Complex Product Support Specialist to join our Customer Value and Success team, providing specialist technical and product support for our Engage solution.
Tes Engage is our School Management Information System (SMIS), designed to bring key areas of school life together in one place.
It supports schools across areas including student information, teaching, finance, reporting and communications, with a flexible modular design and integrations through RESTful APIs and Wonde.
This role sits at the more technical end of customer support.
You’ll build deep product expertise and investigate complex issues that require more detailed analysis of things like system behaviour, configuration, data and integrations.
You’ll work directly with customers as well as colleagues across Customer Success, Product and Technology, helping resolve issues, identify their root cause and use those insights to improve the experience for our customers.
Key Responsibilities
- Investigate and resolve complex product and usage issues across the customer lifecycle, from onboarding and configuration through to ongoing support and retention.
- Use
SQL and database queries to interrogate data, identify patterns and support root-cause analysis.
- Analyse system behaviour, configurations, logs, API calls and integrations to diagnose complex or intermittent issues.
- Work directly with customers on more complex technical queries, providing clear guidance on configuration, product limitations and best practice.
- Support customers with complex reconfigurations, implementations and migrations.
- Provide specialist subject matter expertise to Customer Management teams.
- Identify recurring issues and product friction, working with Product and Technology teams to help drive longer-term solutions.
- Develop customer-facing guidance, knowledge content and deep-dive resources around complex product functionality.
- Provide calm and clear communication during high-priority or business-critical customer issues.
- Feed data-backed customer insights into Product teams to support product improvements and bug prioritisation.
- Support product health checks and help customers make better use of available product capabilities.
- Contribute expertise during product development and review upcoming features from a support and serviceability perspective.
What will you need to succeed?
We’re looking for someone who enjoys getting underneath complex problems and understanding why something is happening, rather than simply resolving the immediate symptom.
You’ll ideally have
- Working knowledge of SQL, with the ability to query and interrogate data as part of troubleshooting.
- Strong analytical and problem-solving skills, with a logical approach to root-cause analysis.
- Experience working with databases, system configurations, integrations, APIs and/or application logs.
- Strong customer communication skills and the ability to translate technical information into clear explanations for non-technical audiences.
- Confidence working directly with customers on complex or high-priority issues.
- The ability to develop deep product knowledge and become a trusted subject matter expert.
- A collaborative approach, with the confidence to work across Customer Success, Product and Technology teams.
- Strong ownership and the curiosity to keep investigating when the answer isn’t immediately obvious.
It would be great, but isn't essential, if you also have
- Previous experience within
Ed Tech or education software .
- Experience working with or supporting a school Management Information System (MIS/SMIS) .
- Experience supporting complex Saa S platforms, integrations or large datasets.
- Knowledge or experience of API-based integrations.
Previous experience with Engage isn’t essential. We’re looking for someone with the technical grounding, curiosity and customer focus to build deep expertise in the product.
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Complex Product Support Specialist in Sheffield employer: Tes Global
At Tes, we pride ourselves on being an exceptional employer, offering a dynamic and collaborative work culture that fosters innovation and continuous learning. With state-of-the-art offices in Sheffield and London, our hybrid working model allows for flexibility while ensuring you are part of a vibrant team dedicated to empowering educators worldwide. We provide extensive employee growth opportunities, including access to a comprehensive Learning and Development menu, alongside competitive benefits such as generous annual leave and a supportive work environment that values transparency and technical excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complex Product Support Specialist 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 Specialist 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.
