Job Title: Complex Product Support Associate
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 (eg. 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 (e.g. pre-sales, onboarding, in-life support, value realisation, retention and offboarding), 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
