Job Title: Technical Support Specialist (Hybrid)

Location: Hybrid / Daresbury

Company Description:

Our clients business was founded to combat supply chain issues and improve the Quality, Delivery and Cost performance of suppliers. From helping OEMs and SMEs reduce the bullwhip effect of the supply chain, to network management and collaboration, their software helps create supply chain intelligence and feeds into the innovative technologies leading industry 4.0.

​Position Summary:

As a Technical Support Specialist, you will play a crucial role in shaping the success of our clients portals by defining their vision, collecting customer requirements, and ensuring the smooth delivery of software solutions that meet customer's needs. You will work closely with their customers, account management, and the delivery team to create an exceptional user experience and support sales efforts.

Key Responsibilities:

Vision and Goal Setting: Collaborate with customers and account management to define project goals and objectives. Clearly communicate the vision and expectations to the delivery team.

Requirements Gathering: Engage with customers to clarify their needs and translate them into agile user stories and user interface mock-ups. Contribute to requirements documents, outlining current and future states.

Software Design: Develop detailed software design specifications that outline the user journey, interface, backend logic, entity-relationship diagrams, and status diagrams.

Release Planning: Employ agile estimation practices to help the delivery team plan sprints and create a release plan that outlines expectations for team size and delivery timelines.

Backlog Management: Maintain and prioritize the product backlog, coordinating with stakeholders to ensure alignment with project goals.

Implementation Monitoring: Participate in daily stand-ups and lead sprint planning, reviews, retrospectives, and refinement meetings.

Customer Delivery: Manage customer acceptance testing and support phases to ensure a seamless transition to the new system.

Sales Support: Assist Solution Architects in capturing and understanding development requirements for tender responses.

Required Skills and Experience:

Educational Background: A degree in computer science or a related field. Direct experience in software development or maintenance of customer-facing systems is highly regarded.

Agile Methodologies: In-depth knowledge of Agile principles and practices.

User Story and Wireframe Creation: Proficiency in drafting user stories and generating wireframes (Figma, Adobe XD experience preferred).

Product Lifecycle Management: Demonstrated ability to manage a product throughout its lifecycle.

Software Development Understanding: Solid grasp of software development processes and methodologies, with experience in delivering application software.

Technical Proficiencies: Familiarity with web technologies, databases, APIs, and system integration. Understanding of UX/UI design principles.

Soft Skills: Strong critical thinking, adaptability, proactive communication, and customer management skills. Ability to work collaboratively across functions.

Nice-to-Have Skills:

• Experience with Front-End technologies like VUE JS, MAUI
• Back-End development experience, especially with .Net C#
• Knowledge of Microsoft SQL Server and Windows server management, including IIS

What's On Offer:

• 25 days annual leave (+8 Bank Holidays)
• Company Laptop
• Access to pension scheme
• Flexible work environment including work from home
• Career development and training opportunities