(Internal Job Title: Complex Product Support Associate - Timetabling)
Location: Sheffield (Hybrid, 3 days a week in office, 2 days from home)
Salary: up to £35,000 base salary
About the Role
At Tes, we're passionate about helping schools operate more efficiently through innovative technology.
Our timetabling software provides powerful solutions for schools, helping them tackle even the most complex scheduling challenges while supporting priorities such as teacher wellbeing, curriculum delivery and resource optimisation.
We're looking for a Timetable Support Specialist to join our Customer Success team. Internally, this role is known as a Complex Product Support Associate (Timetabling).
You'll become a trusted subject matter expert for our timetabling software, working closely with schools to support implementation, configuration, troubleshooting and ongoing optimisation. You'll help customers maximise the value of the platform while providing specialist guidance on complex timetabling and data management challenges.
This role would suit someone with experience of whole-school timetabling, school data management, MIS systems or education software support who enjoys solving problems and working directly with customers.
What You'll Be Doing
As our timetabling specialist, you'll provide expert support across the entire customer journey, from onboarding through to ongoing customer success and retention.
You'll:
- Deliver specialist support for complex product, configuration and usage issues.
- Work directly with schools to resolve challenging timetabling queries and achieve successful outcomes.
- Support customers during implementation, onboarding and ongoing use of the platform.
- Provide expert guidance on best practice, configuration options, product capabilities and system limitations.
- Conduct technical investigations into complex issues, identifying root causes and recommending solutions or workarounds.
- Analyse customer requirements and support schools through timetable changes, reconfigurations and complex scheduling scenarios.
- Collaborate closely with Customer Success, Product and Technical teams to resolve customer challenges.
- Act as a subject matter expert, supporting colleagues with specialist product knowledge.
- Identify recurring customer issues and provide feedback to Product teams to help shape future improvements.
- Create and contribute to knowledge articles, guidance materials and best practice documentation.
- Support customer retention by helping schools realise maximum value from the software.
- Proactively identify opportunities for customers to improve their use of the platform and strengthen adoption.
What We're Looking For
Essential Experience
- Minimum two years' experience of whole-school timetabling and/or school data management.
- Experience working in a school, education technology provider, local authority or related education environment.
- Knowledge of school MIS systems.
- Experience supporting users with software, systems or technical queries.
- Strong analytical and problem-solving skills with the ability to investigate complex issues.
- Confidence working directly with customers and explaining technical concepts in a clear and accessible way.
- Experience using spreadsheet and database software.
- High level of ICT literacy, including a strong working knowledge of Microsoft Office applications.
Skills & Competencies
Problem Solving & Technical Troubleshooting
- Ability to investigate complex customer challenges and identify practical solutions.
- Strong attention to detail and a logical, analytical approach.
- Comfortable working through complex scenarios and edge cases.
Customer-Focused Communication
- Excellent verbal and written communication skills.
- Able to remain calm and professional when dealing with high-priority customer issues.
- Builds credibility and trust through expertise and responsiveness.
Product Expertise & Continuous Improvement
- Keen interest in becoming a recognised specialist in timetabling and education technology.
- Able to identify trends, recurring issues and opportunities for improvement.
- Contributes ideas and insights to enhance products, processes and customer experience.
Collaboration & Teamwork
- Works effectively across Customer Success, Product and Technical teams.
- Enjoys sharing knowledge and supporting colleagues.
- A team player with energy, commitment, enthusiasm and resilience.
Organisation & Adaptability
- Strong prioritisation and time management skills.
- Able to manage competing priorities and changing customer needs.
- Flexible and adaptable in a fast-paced environment.
Qualifications
- Undergraduate degree or significant relevant experience in a similar role.
Why Join Tes?
You'll join a team passionate about helping schools make better decisions through technology. You'll have the opportunity to work with a market-leading timetabling solution, collaborate with education professionals across the sector and develop deep expertise in an area that makes a genuine difference to schools.
If you're experienced in school timetabling, MIS administration, data management or education software support and enjoy solving complex challenges, we'd love to hear from you.
