At a Glance
- Tasks: Provide technical support for complex products and resolve customer issues.
- Company: Join Tes, a global leader in Edtech, empowering educators worldwide.
- Benefits: Enjoy 25 days annual leave, pension, and access to various perks.
- Other info: Hybrid working model with opportunities for professional growth and collaboration.
- Why this job: Make a real difference in education while developing your skills in a supportive environment.
- Qualifications: Strong problem-solving skills and a passion for customer support.
The predicted salary is between 30000 - 40000 £ per year.
Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
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 off‑boarding).
- Includes direct customer engagement as well as specialist subject matter expert support across stages of the customer lifecycle (e.g. pre‑sales, onboarding, in‑life support, value realisation, retention and off‑boarding), as required.
- 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?
- Consistent delivery of high‑quality delivery of complex product onboarding.
- Effective & timely resolution of complex product issues and minimising customer impact.
- Improved customer satisfaction, demonstrated by stronger feedback and reduced complaints.
- Reduction in repeat issues and improved overall operational performance through improved guidance, standards and best practices.
- Demonstrate cross functional collaboration with Customer Management, Product & Technology teams.
- Active contribution to maximising customer lifetime value through reliable and effective product support.
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.
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.
