Digital Support Officer

Digital Support Officer

We are currently looking for a Digital Support Officer.

Main Responsibilities 1. First Line Support

• Triage & Resolve: Act as the first point of contact for incoming queries relating to our digital products, diagnosing and resolving issues wherever possible.
• Ticket Logging: Accurately log support queries and bugs in Jira, ensuring tickets contain enough detail for the development team to act on.
• Escalation: Identify when an issue needs to be escalated to the Digital Product Manager or Software Development partner, and ensure a clear handover.
• Status Updates: Keep users informed of progress on their queries, providing clear, jargon-free updates.
• SLA Adherence: Provide a first response to all queries within four working hours, and aim for full resolution within one working day where the issue does not require development input.

2. Testing & Quality Support

• UAT Support: Conduct User Acceptance Testing (UAT) on new features and bug fixes ahead of release, reporting any issues found.
• Release Checks: Carry out basic checks following releases to confirm fixes have resolved the original issue.

3. User Insight & Documentation

• Feedback Capture: Monitor and log user feedback from support queries, app store reviews, and surveys to help identify recurring pain points.
• Knowledge Base Management: Maintain internal support documentation, FAQs, and user guides, keeping them up-to-date as features change.
• Release Notes: Help draft clear, concise release notes to inform customer service, marketing, and sales teams of new features and fixes.

4. Coordination

• Meeting Support: Prepare progress updates and circulate clear action points following sprint and support review meetings.
• Cross-Functional Liaison: Act as a point of contact for routine queries regarding product functionality from other departments.

What experience and skills are we looking for? Essential

• Experience: 1-2 years of experience in a digital, tech, or customer/IT support environment (or a strong portfolio of relevant academic/personal projects, or experience gained in a Clinical Homecare team).
• Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts simply to non-technical users.
• Organisation: Strong organisational and time-management skills, with a proven ability to prioritise tasks in a fast-paced environment.
• Problem-Solving: A naturally curious, analytical mindset with great attention to detail and a methodical approach to troubleshooting.

Desirable

• Familiarity with Agile or Scrum methodologies.
• Experience using helpdesk or project management tools like Jira, Zendesk, Trello, Asana, or Azure DevOps.
• An interest in or basic knowledge of User Experience (UX) principles.

What we offer

• Competitive salary structure
• 25 days holiday + bank holiday
• Pension Scheme
• Ongoing training and development
• Professional registration fees paid
• Employee Assistant Programme including 24/7 hour access to remote GP appointments.
• Refer a friend scheme
• Uniform provided
• Kit bags for all Homecare Nurses
• Eyecare Vouches
• Perks and benefits via Perkbox
• Long service awards.