Complex Product Support Associate

Job Title: Complex Product Support Associate (Pensions) 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? Technical Troubleshooting A successful candidate will demonstrate strong problem-solving skills and the ability to investigate, diagnose and resolve product or user issues efficiently. They will be comfortable working with support tools, following logical troubleshooting processes and escalating issues with clear, actionable information when required. Solution Engineering & Implementation Guidance A successful candidate will demonstrate the ability to support customers through product configuration, onboarding and implementation activities. They will be confident guiding users on best practice and helping customers maximise value from the product. Knowledge Management & Product Influence A successful candidate will demonstrate a proactive approach to knowledge sharing and continuous improvement. They will be able to clearly document solutions, identify recurring customer challenges and contribute ideas that improve product adoption and the overall customer experience. Communication & Commercial Awareness A successful candidate will demonstrate excellent communication skills, with the ability to translate technical concepts into clear, customer-friendly language. They will build trust with customers by managing expectations effectively and delivering a positive support experience. Cross-Functional Working A successful candidate will demonstrate the ability to collaborate effectively with colleagues across Customer Success, Product and Technology teams. They will confidently communicate customer feedback, identify recurring issues and contribute to solutions that improve both product performance and customer outcomes. Revenue & Growth A successful candidate will understand the important role product support plays in customer satisfaction, retention and long-term success. They will be confident using their product expertise to support customer conversations, strengthen customer confidence and help customers realise maximum value from our solutions. 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