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Product Support Officer

Carers UK
Job LocationLondon
EducationNot Mentioned
Salary£17,417 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, part-time

Job Description

Carers UK is the national membership charity for the 6.5 million people in the UK who are unpaid carers - and whose care is valued at a staggering £132 billion per year.We are seeking an experienced Product Support Officer with a proven track record of making a difference. You will support the Business Development and Innovation team to test, develop and improve our digital products. The dirctorate is responsible for Carers UK’s digital products and services for employers and local authority commissioners and service providers.You will assist the team with product testing, support, research, updating database records, product materials and documentation and resolving technical support enquiries via email. You will also provide support to ensure that all of our digital platforms are working wellAll Carers UK staff are currently working from home. This job is based at our London office and there may be some appropriate return to the office in the future.Aims of the Post

  • To assist the Business Development and Innovation (BDI) team in developing, testing and improving its digital products.
  • To provide technical support to digital product users by testing issues, responding to queries and resolving issues.
  • To support the Product Manager in product testing, development, administration, research and support. Liaising with web and software developers to provide cover in his absence.
  • To provide system admin and technical support to the BDI team.
    • Key Responsibilities
  • To assist the Business Development and Innovation (BDI) team in developing, testing and improving its digital products.
  • To provide technical support to digital product users by testing issues, responding to queries and resolving issues.
  • To support the Product Manager in product testing, development, administration, research and support. Liaising with web and software developers to provide cover in his absence.
  • To provide system admin and technical support to the BDI team.
    • Product and platform support
  • Resolve technical support issues from users of the organisation’s digital products (including our mobile/web app Jointly, our digital platforms carersdigital.org and efcdigital.org and our e-learning products). This may include monitoring support mailboxes.
  • Support the Product Manager in testing, identifying and resolving technical support issues.
  • Provide system admin and technical support to the Client Services team, including updating LMS/CMS client records.
  • Provide technical platform support to the Client Services team (the team is responsible for marketing and account managing Carers UK’s digital products and services).
    • Product development, testing and maintenance
  • Work with the Product Manager to ensure that all of our digital platforms are working well on all current devices and browsers.
  • Provide support to the Product Manager in testing new features and additions to our platforms, applications and e-learning courses. Liaising with software and web developers to report and resolve faults where appropriate.
  • Assist with research and information gathering relating to product development and competitor analysis.
  • Populate, organise, and maintain files and the support databases and help develop and maintain admin systems.
    • Key Requirements
  • Excellent communication and problem-solving skills, able to deliver excellent technical support and customer service via email and by phone.
  • Excellent attention to detail, able to collect detailed information about problems and communicate this effectively and concisely to colleagues and suppliers.
  • Ability to work methodically and diligently in troubleshooting and testing websites and apps, working to process where appropriate.
  • Good working knowledge of Android, iOS mobile OS and common mobile apps. Excellent knowledge of use of main web browsers (Chrome, Edge, Firefox, Safari & IE)
  • Experience of providing technical support or assistance to users of IT systems or websites.
  • Patient and helpful when dealing with people experiencing technical problems, especially those who have less experience using them.
  • Ability to work independently and as part of a team, including ability to prioritise own workload.
  • Demonstrable ability to work effectively and efficiently to tight deadlines.
  • Good knowledge of IT packages and systems, including MS Office, databases and image editing. Desirable: experience using website/online content management systems (CMS), more advanced design (Photoshop, InDesign) and basic HTML.
  • Good organisational skills, including the ability to summarise and organise varied sets of information and maintaining admin systems.
  • Good time management skills, including the ability to plan relevant activities and implement them.
  • Understanding of and commitment to equal opportunities.
    • Closing date 23 October 2020First interviews: 29 October 2020Carers UK reserves the right to appoint at any stage, should an outstanding candidate emerge. Required skills
  • Customer Service
  • Platforms
  • Technical Support
  • Testing
  • Product Support

    • Keyskills :
    Customer Service Platfms Technical Suppt Testing Product Suppt

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