Onboarding Specialist

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.

• Provide front-line application support via phone, email, MS Teams, and support portal
• Reproduce and validate reported issues, including data and configuration-based problems
• Log detailed defect and enhancement requests, documenting workflows, decision logic, rules, and expected outcomes
• Liaise with second-line support and development teams to support resolution
• Develop in-depth knowledge of the SaaS platform's UI, configuration options, and underlying data structures
• Support user access management, licensing, and permissions
• Coordinate and support application updates for hosted customers
• Maintain clear audit trails aligned with data protection and anonymisation requirements

• Use SQL to investigate data issues, validate records, and support root-cause analysis
• Understand data anonymisation principles and secure handling of customer information
• Produce structured support articles, FAQs, and technical documentation
• Create and maintain training manuals, guides, and procedural documentation
• Develop reusable documentation to reduce repeat support requests and enable customer self-service
• Contribute to internal and customer-facing knowledge bases, including content optimised for AI search tools

• Deliver remote and occasional onsite system training sessions
• Produce bespoke training materials tailored to customer workflows and use cases
• Support internal teams with technical and training documentation
• Ensure training content aligns with system changes and updates

• Minimum 1 year experience in IT, software, or SaaS support
• Experience supporting database-driven applications
• Confident communicating technical issues to non-technical users
• Strong documentation and written communication skills
• Ability to learn complex systems quickly and troubleshoot logically

• SQL database experience
• Exposure to ISO-aligned environments (e.g. ISO 9001 / ISO 27001)
• Experience supporting public sector or regulated organisations
• Support portal experience (e.g. Freshdesk or similar)
• Hosted web applications (e.g. IIS or equivalent)
• Train-the-Trainer certification

• Eligibility to work in the UK
• A-Level in a STEM subject
• Degree in IT, Computer Science, or related field (advantageous)

• Core hours:
• Monday-Thursday: 09:00-17:00
• Friday: 09:00-16:30
• On-call rota covering early mornings and evenings (minimum two slots per week)
• Role is predominantly office-based with occasional business travel

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