The Role
Reporting to the Customer Support Manager, this role combines technical customer support with structured system training and documentation.
The Trainer - Technical Customer Support will work closely with customers to troubleshoot application issues, validate data-related problems, and deliver clear, repeatable training to ensure confident system adoption. This role is ideal for someone with 1-2 years' experience supporting SaaS or database-driven applications, who enjoys translating technical concepts into clear guidance for end users.
As the platform is highly configurable, full system training is provided, supported by a structured probation period with monthly reviews to ensure full competency within six months.
Key Responsibilities
Technical Customer Support
1. Provide front-line application support via phone, email, MS Teams, and support portal
2. Reproduce and validate reported issues, including data and configuration-based problems
3. Log detailed defect and enhancement requests, documenting workflows, decision logic, rules, and expected outcomes
4. Liaise with second-line support and development teams to support resolution
5. Develop in-depth knowledge of the SaaS platform's UI, configuration options, and underlying data structures
6. Support user access management, licensing, and permissions
7. Coordinate an...