Product Support Technician -

Product Support Technician - max 2 years’ experience

£21,000 - £25,000k (Including on call allowance)

Shift Patterns - 6am - 2pm or 2pm - 10pm. 

Flexible home working after successful 6-month probation period

• Manage relationships with software companies and developers for our Products and Services 
• Manage upgrades to our services & products, from 00:30-03:00
• Obtaining codes and other information in order for clients to use mobile app’s
• Manage relationships with our clients by maintaining all their Products, Services and Systems ensuring the utmost reliability and availability
• Provide training and support to end users, setting expectations based on agreed SLAs and processes
• Help customers troubleshoot issues they encounter by assuming remote control over customers mobile devices when necessary and provide actionable tips to resolve the problem 
• Talking through issues and suggesting improvements to apps and services
• Testing new updates to existing products
• Adjusting Fujitsu FTP-638WSL110 A7 Printer templates for app’s 
• Providing support around the sites which displays the data from survey app site and solving any issues or discrepancies where necessary
• Dealing with issues when they occur on app workflow’s
• Dealing with issues with app settings for our clients 
• Assist with the testing of new products for implementation before trials. Suggest Improvements before roll-out
• Involvement in feature adjustment process before Trial and go live date
• Manage the implementation of new products with end users, including on site demonstration visits
• Going to meet potential clients and perform demos of the app to them 
• After roll-out, support to clients to make sure app is working as planned 
• Formulating and reviewing reports based on device android version’s or apps installed etc 
• Raise proposals for improvements to existing products
• Prepare product and systems process documentation, including user guides
• Creating business cases for potential clients for different app bundles to generate additional revenue