Salary: £40,000 - 40,000 per year Requirements:
* Proven experience in training delivery and support of SaaS products.
* Familiarity with support platforms such as Zendesk, Jira, or Confluence.
* Strong data handling and troubleshooting skills (CSV, Excel, software tools).
* Ability to deliver structured training to varied audiences.
* Comfortable working independently and managing multiple tasks.
* *Desirable experience:*
* Experience with transport planning, GIS, or route optimisation tools.
* Knowledge of local government or public sector services.
* Interest in process improvement and emerging technologies such as AI.
Responsibilities:
* As a SaaS Support Specialist, you will play a key role in ensuring our customers have a smooth and successful experience with our software. You will be responsible for troubleshooting and resolving user queries from start to finish, using tools such as email, screen-sharing, and helpdesk platforms. Your ability to communicate clearly and patiently will be essential as the go-to person for users needing assistance.
* You will deliver structured training sessions tailored to different user levels—from complete beginners to advanced planners. These sessions may be remote or in-person, depending on our customer’s needs. Additional duties include providing post-training follow-up to ensure users feel confident and supported.
* Another important part of your role will be testing application updates. You will document results, escalate issues when necessary, and help ensure the software continues to meet high standards. You will contribute to user guides, FAQs, and knowledge base articles, helping to build a library of resources that empower users to solve problems independently. Analyzing feedback to identify gaps in training or documentation and suggesting improvements will also be part of your responsibilities. Maintaining accurate records of support interactions and common issues will help our team spot trends and improve service delivery over time.
Technologies:
* AI
* Confluence
* GIS
* Support
* JIRA
* Zendesk
More:
This is a remote-first role with flexible working hours, offering an opportunity to shape your role and contribute to product evolution. You will join a fast-growing tech company expanding internationally, known for improving the lives of SEND children, saving money for local government, and cutting carbon emissions!
In return for your experience, this role offers a salary range of £35-42K, 25 days of holiday per year plus bank holidays, and enhanced pension contributions of up to 6% of your salary. You'll benefit from flexible working arrangements, with core hours between 10:00 and 15:00, allowing you to manage your time effectively.
Our team is distributed across the UK, and remote working is fully supported. While you may be asked to attend a few team days or events in Bristol each year, you will have the freedom to work from wherever suits you best. If you like the sounds of this role, we encourage you to send in your CV for more information.
last updated 41 week of 2025