We are looking for a product support officer to join our busy team where people are at the heart of everything we do. You will be working on high impact projects that benefit schools, Multi Academy Trusts and Local Authorities throughout the UK.

The role

As part of our valued product support team, you will be involved in supporting and testing large online software applications. Dealing with incoming support requests from our existing customers you will be investigating issues and bugs as they arise and offering guidance to our clients on site functionality. You will be reporting to our team of Project and Product Managers working directly with software developers and customers daily to offer solutions to our clients.

Your main duties will include:

  • Providing technical front-line support to our customers via email and telephone
  • Ensuring all customer enquiries relating to product help and support receive a timely response, taking responsibility for seeing each case through to completion
  • Investigating technical site issues, problem-solving and reporting back on each case using good communication skills
  • Working closely with a Product Manager to build strong relationships with a number of clients
  • Completing extensive software test analysis for new products and developments, providing feedback to Product Managers and software developers
  • Supporting clients with user acceptance testing, managing and collating feedback, working with clients to keep developments on schedule and within scope

The ideal candidate will

  • Be disciplined, organised, and clear thinking
  • Be enthusiastic and self-motivated with a willingness to support other members of the team
  • Have excellent IT skills including a natural curiosity and confidence tackling new technologies and software with the ability to articulate findings/knowledge
  • Possess the ability to assess and prioritise a large workload, at the same time as managing customer expectations and timescales
  • Have the ability to identify problems and source a solution
  • Have the ability to explain procedures and be adaptable to working in line with business processes
  • Have a strong sense of ownership over their work with the confidence to complete independent projects
  • Be a natural ‘people person’, with excellent spoken and written communication skills
  • Have strong administration skills and a consistent eye for detail when working under pressure

Previous experience in a similar role is desirable. However, we welcome applicants that feel their skills would be transferable to this role. There are regular opportunities for progression within the role and across other areas of the business.


Job type: Full Time – 6 month fixed term contract (possibility of going perm)
Location: Plymouth

Salary: £15,000 – £20,000 pa (depending on experience)

How to apply

You can apply here. The deadline for applications is 6pm Wednesday 2 January 2019. Early applications encouraged.

If you have any questions, please email us at recruitment@thekeysupport.com

Why work with us?

We place huge importance on caring for and developing our people. If you join us, you can expect a good
work-life balance and the training and support you need to succeed in your role and continue to progress.

You can also expect:

  • Free breakfast
  • Free tea/coffee and fruit
  • A friendly atmosphere
  • Flexible working hours

For more great reasons to join us,
click here.