Application Support Specialist (UK Time Zones)

The role goes beyond simply responding to support tickets. You wi l be involved in troubleshooting, customer communication, system configuration, onboarding, training support, testing new features, documenting solutions, and providing feedback to our Development team. Our customers operate businesses across the UK, Ireland, Australia, New Zealand, South Africa, and other international markets. The successful candidate must therefore be comfortable working independently and communicating with customers across different time zones.

Key Responsibilities

1. Application Support

● Provide timely and professional application support through email, cals, support tickets, and other approved communication channels.

● Assist customers with questions relating to the functionality and use of eCoachManager.

● Investigate application issues and determine whether they are related to configuration, user behaviour, data, browser/environment issues, or potential software defects.

● Reproduce reported issues where possible and gather the information required for further investigation.

● Provide clear explanations and practical solutions to customers.

● Escalate genuine development issues to the appropriate Development team with sufficient information for investigation.

● Folow up on outstanding issues and keep customers informed of progress.

2. Troubleshooting & Investigation

● Analyse reported problems and identify the likely cause before escalating.

● Colect relevant information such as Job IDs, customer records, screenshots, steps taken, browser details, error messages, and examples of affected records.

● Attempt to reproduce issues in appropriate test/UAT environments.

● Distinguish between a system defect, configuration issue, user error, data issue, and expected system behaviour.

● Work with Development to investigate and resolve technical issues.

● Verify fixes before communicating resolution to customers where appropriate.

3. Customer Communication

● Communicate with customers professionaly and clearly, particularly when dealing with technical or operational issues.

● Explain technical matters in a way that non-technical users can easily understand.

● Regularly check in with customers folowing significant issues, implementations, or feature deployments.

● Build positive working relationships with customers and understand how they use the system.

● Manage expectations regarding investigation, development, testing, and deployment timelines.

● Provide proactive updates rather than waiting for customers to request progress.

4. Development & Internal Team Collaboration

● Work closely with Developers to investigate and resolve application issues.

● Provide clear and structured information when raising development tasks.

● Use approved tools such as Jira to track development-related issues and progress.

● Keep internal records and customer-facing updates aligned.

● Participate in discussions relating to new features, system improvements, and customer requirements.

● Provide feedback from customers to help improve the product.

● Help ensure that new functionality is properly understood before it is communicated or demonstrated to customers. 5. Support Documentation & Knowledge Base

● Maintain accurate records of customer issues and resolutions.

● Contribute to internal troubleshooting guides and knowledge-base articles.

● Help improve customer-facing Help Centre content.

● Document recurring issues and recommended solutions.

● Identify gaps in existing documentation and recommend improvements.

● Assist in keeping support and training information aligned with the current version of the system.

6. Proactive Customer Support

The role is not limited to reacting to incoming support requests. You wi l also be expected to:

● Folow up with customers after significant issues.

● Identify recurring problems and recommend improvements.

● Monitor customer feedback and identify common areas of confusion.

● Highlight potential system usability issues.

● Suggest improvements to customer processes where appropriate.

● Help customers get greater value from the platform.

● Escalate recurring issues that may require product-level improvements.

Ideal Candidate Essentials:

● Minimum 2 years’ experience in application support, technical support, SaaS support, customer support, or a similar role.

● Excelent written and spoken English.

● Strong troubleshooting and analytical ski ls.

● Comfortable communicating directly with customers.

● Ability to investigate problems methodicaly rather than immediately escalating them.

● Strong attention to detail.

● Ability to manage multiple support requests and priorities.

● Comfortable working independently.

● Willingness to work across UK (or Australian business hours if the business needs).

● Good organisational and time-management ski ls.

● Ability to explain technical information clearly to non-technical users.

Technical Knowledge : A good understanding of the following would be advantageous:

● Web applications

● SaaS platforms

● Cloud-based systems

● APIs and third-party integrations

● Web browsers and browser troubleshooting

● Basic databases and SQL

● Reporting systems

● CRM systems

● Helpdesk/support platforms

● User acceptance testing

● Data imports and CSV files

● Google Workspace

Experience with the following tools is an advantage:

● Jira .

● CRM platforms

● Google Workspace

● 3CX or similar telephony systems

● API/integration tools

● Reporting tools

● SQL/database tools