2nd Line Technical Support Advisor
2nd Line Technical Support Advisor
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
GBP 25000 - 26650
1 Vacancy
Job Description
Title: 2nd Line Technical Support Advisor
Location: Talbot Green
Full time Permanent Hybrid working 3 days working in the office 2 days at home working per week)
Line manager: Technical Operations Manager
Providing 2nd line technical product support to our customers liaising with Product and 3rd line tech to ensure customerimpacting issues are resolved in a timely manner. Be inspired and challenged as part of our bestinclass support team with great opportunities for you to explore.
Key responsibilities
Providing 2nd line technical support to our customers across multiple Tes products.
Manage productrelated technical queries incidents and problems to resolution.
Identifying potential product bugs enhancements and feature requests including cooperating with the engineering and product team through weekly meetings to establish priorities.
Utilising JIRA (technical service management tool) to register track and update entries.
Diagnosing and arranging database/SQL queries.
Solving technical issues for clients related to our products.
Careful handling of sensitive data adhering to relevant data privacy regulations and legislation.
Diagnosing data issues and working with platform operations and product development teams to resolve them.
Analysing mail delivery reports identifying potential issues and resolving such cases.
Browser error diagnosing for SaaS products.
Integrating and maintaining school MIS information systems into our products.
Recognising and communicating issues/features with our Engineering/Product teams.
Work effectively as a team and autonomously.
Maintain strong uptodate technical and product knowledge across the Tes brands to advise and add value to customers experiences and encourage engagement.
Follow escalation procedures for technical and product development issues liaising with internal and external partners.
Assist other areas of the Operations department when necessary due to demand.
Education and experience requirements
Experience with using MS Office suite.
Experience with using webbased software e.g. TeamViewer Office 365 Jira LogMeIn Rescue.
Experience debugging/querying APIs using Postman/Insomnia.
Experience identifying issues/errors using browser console/network tabs.
Experience querying databases (Microsoft SQL Studio/phpMyAdmin).
Technical skills required with an aptitude for using software products of varying complexity.
Ability to plan and carry out work independently or as part of a team.
Decisionmaking and bringing innovation to problemsolving.
Helpful and positive attitude in a busy environment.
Able to project a respectable and professional image.
Ability to maintain a calm approach and work effectively under pressure.
Communicates clearly and confidently both verbally and in writing.
Other details
- Pay TypeSalary
- Min Hiring Rate25000.00
- Max Hiring Rate26650.00
Required Experience:
Unclear Seniority
Employment Type
Full-Time
