Title: 2nd Line Technical Support Advisor
Department: Customer Operations
Location: Sheffield
Contract: Full Time, permanent, hybrid working (up to 2 days home working per week)
Salary: £26,559pa, 37.5 hours per week, Monday – Friday, 8.30am – 5pm.
Tes Vision
We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
Role Overview
Providing 2nd line technical product support to our Payroll customers, liaising with Product and 3rd line tech to ensure customer-impacting issues are resolved in a timely manner.
Key Responsibilities
Providing 2nd line technical support to customers for Tes Payroll and Financial products.
Managing product-related technical queries, incidents, and problems to resolution.
Identifying potential product bugs, enhancements, and feature requests, including liaising with the engineering and product teams.
Utilizing tools like JIRA to register, track, and update issues.
Diagnosing database/SQL queries and solving client-related technical issues.
Ensuring sensitive data is handled in compliance with privacy regulations.
Resolving browser errors and SaaS product issues, and integrating school MIS systems with Tes products.
Collaborating with internal teams and escalating technical and development issues as needed.
What You Need to Succeed
Payroll experience is desired but not essential.
Familiarity with MS Office Suite, web-based software tools (e.g., JIRA, TeamViewer), and APIs (Postman/Insomnia).
Experience in browser debugging and querying databases.
Ability to work autonomously and as part of a team.
Positive attitude and ability to perform under pressure.
Excellent communication skills, both written and verbal.
What We Offer
25 days annual leave rising to 30.
5% pension after probation.
State-of-the-art offices and discounted city-centre parking.
Employee assistance programs, socials, and access to learning and development opportunities.
For more information about Tes Global, visit www.tesglobal.com/what-we-do.
Job Type: Full-time
Pay: £26,559.00 per year
#J-18808-Ljbffr
#J-18808-Ljbffr
