Product Support Specialist @Symplicity
Customer Service
Salary
Remote Location
remote in UK UK
Job Type Full-time
Posted 4d ago
šŸ™ˆ  Does this job need an edit?

[Hiring] Product Support Specialist @Symplicity

Nov 10, 2024 - Symplicity is hiring a remote Product Support Specialist. šŸ’ø Salary: 28,000 to 38,000 gbp. šŸ“Location: UK.

Symplicity is a global provider of technology solutions to Higher Education institutions. Symplicity is seeking a new Product Support Specialist to work as a member of the product support team, which works closely with client managers, product team and sales.
Product Support SpecialistsĀ (PSS) areĀ the initial point of contact for clients needing support with their Symplicity software. Their goal is to provideĀ exceptional service both internally and externally.
The PSS provides telephone, chatĀ and helpdesk support; troubleshoot and test bugs; write internal supportĀ and trainingĀ notes; train clientsĀ and new staffĀ on Symplicity systems; assist with QA where needed; help write product requirements; produce client training materials; and collaborate with other internal staff members.Ā 


Essential Duties
  • Help Desk Support: Provide answers to client questions via email, chatĀ and phone. Research feature requests and suggest workarounds when possible. Submit issues on JIRA on clientsā€™ behalf. Write clear support notes. Escalate issues as appropriate. Keep theĀ Manager, Client SupportĀ advised of any critical issues. Collaborate/consult across teams as needed to resolve client issues and calls.Ā 
  • Configuration of application features, such as SAML/Azure Entra SSO, Email sending, and creation of student interface ā€˜themeā€™ packs.
  • Client Training: Provide training to clients on system modules, including one-on-one sessions, demos, walk-throughs and public webinars.
  • Internal Training: Train new staff members on system functionality and act as a help resource for other support staff. Participate in ongoing internal training programs to maintain expected level of system knowledge to appropriately assist clients.Ā 
  • Data Import: Perform imports of client data and set up auto import scripts for developers.Ā 
  • New Client Implementations: Assist with new client deployments as needed, including technical setup of applications on Microsoft web servers.
  • System Testing: Assist with QA and testingĀ as needed.Ā 
  • Documentation: Help create and edit internal and client documents and reports.
  • Professional Services: Work with colleagues on other service delivery projects, as assigned by supervisor.
  • Other duties as assigned.


  • Minimum Qualifications
  • Bachelorā€™s degree in a relevant subject.
  • Experience of using HTML and CSS to edit web content.
  • Ability to understand and write SQL database queries on production systems.
  • Using remote desktop to access servers.
  • Using Microsoft Internet Information Services (IIS) and Microsoft SQL server management studio.
  • Adept at technical trouble-shooting and creative problem-solving.
  • Excellent communication skills (verbal and written).Ā 
  • Strong work ethic.Ā 
  • Approachable and able to act as a trusted advisor to clients.
  • Demonstrable personal initiative, self-motivated.Ā 
  • Team player, co-operative, flexible.Ā 
  • Ethical business standards.


  • Desirable Qualifications
  • Experience of University Careers Services, Experiential Education/Work-based Learning and/or Careerhub / UniHub is preferred, but not required.
  • Experience of Amazon Web services, in particular, configuration of S3 and SES.


  • Information about Working Condition
  • Ā This role is fully remote, with some occasional travel to client locations or for team meetings. The successful candidate will be provided with a company laptop, and is expected to organise a suitable working location themselves.
  • Annualized salary of 28,000 GBP to 38,000 GBP, based on qualifications.
  • Holiday entitlement: 25 working days in addition to normal public or bank holidays
  • The following company-paid benefit plans are established:
  • Life Assurance
  • Group Income Protection
  • Pension Scheme
  • Symplicity is the market leader in employability solutions. We help companies find talent, we help higher education institutions fill skills gaps and we help new graduates start their careers. Used by more than 30 million students worldwide, our comprehensive suite of products touches the complete student lifecycle: from admissions to alumni engagement, Symplicity's products span career services, counseling, student conduct and campus life.

    We are Great Place To Work certified.

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    Before You Apply
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    remote Be aware of the location restriction for this remote position: UK
    ā€¼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
    šŸ™ˆ  Does this job need an edit?
    Product Support Specialist @Symplicity
    Customer Service
    Salary
    Remote Location
    remote in UK UK
    Job Type Full-time
    Posted 4d ago
    šŸ™ˆ  Does this job need an edit?
    Apply for this position Unlock 33,344 Remote Jobs
    ļø
    remote Be aware of the location restriction for this remote position: UK
    ā€¼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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