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Frontline Product Support

Frontline product support technician

Due to the success of Tapestry, we're looking for additional staff to work in our product support department. The following list describes the main role and responsibilities:

  • Work with the Product Support Manager to deliver high quality customer service and product support for Tapestry to 17,000 customer accounts, via support tickets, phone calls, webinars and remote training sessions
  • Communicating with customers with a positive and friendly approach and a professional manner, assisting them with all aspects of their account
  • Learn how our customers use the Tapestry system and liaise with colleagues to maintain product knowledge
  • Together with colleagues, developing and maintaining user documentation and tutorials, including video tutorials in our dedicated video studio
  • Troubleshooting user issues with support from the help-desk team
  • Testing new software and fixes

Skills required

  • Excellent written and spoken English
  • Willingness and enthusiasm to learn
  • An interest in technology and problem-solving
  • Ability to work responsibly and enthusiastically, with or without direct supervision
  • IT competent. You will need to gain a thorough knowledge of any systems required to perform the job role efficiently and effectively

Person spec

The successful applicant will be educated to graduate level; will be highly motivated and eager to learn new systems, with good organisation and communication skills, both written and verbal.

Enthusiasm for getting to know all aspects of the product will be an asset. You will ideally be able to work happily in a collaborative team environment; the customer services and product support teams work closely with our software developers. Because you will have access to media and data about children, we will need you to take and pass a DBS check.

Salary and conditions

£20K, six weeks holiday (plus bank holidays, plus your birthday!). Flexible start and finish times, but 40 hours per week including paid 30 minute lunch break.

You will be working in a beautiful newly renovated grade 2 listed building with state of the art IT and AV technology, in the middle of Lewes High Street.

We are a small, family-owned, family-run business. There are twenty of us; a mixture of technical (software developers), product and customer support, education advisers and admin. We all work closely together, in a collaborative and positive working environment, and frequently we have fun together as well! Our customers (generally) love us and we love supporting them well.

How to apply

Application initially via CV to Please include references.

Tapestry Online Journal

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