Timetable Support Specialist (Internal Job Title: Complex Product Support Associate - Timetabling)

Location: Sheffield (Hybrid, 3 days a week in office, 2 days from home)
Salary: up to £35,000 base salary
Deliver specialist support for complex product, configuration and usage issues.
Work directly with schools to resolve challenging timetabling queries and achieve successful outcomes.
Support customers during implementation, onboarding and ongoing use of the platform.
Provide expert guidance on best practice, configuration options, product capabilities and system limitations.
Conduct technical investigations into complex issues, identifying root causes and recommending solutions or workarounds.
Analyse customer requirements and support schools through timetable changes, reconfigurations and complex scheduling scenarios.
Collaborate closely with Customer Success, Product and Technical teams to resolve customer challenges.
Act as a subject matter expert, supporting colleagues with specialist product knowledge.
Identify recurring customer issues and provide feedback to Product teams to help shape future improvements.
Create and contribute to knowledge articles, guidance materials and best practice documentation.
Support customer retention by helping schools realise maximum value from the software.
Proactively identify opportunities for customers to improve their use of the platform and strengthen adoption.
Minimum two years' experience of whole-school timetabling and/or school data management.
Experience working in a school, education technology provider, local authority or related education environment.
Knowledge of school MIS systems.
Experience supporting users with software, systems or technical queries.
Strong analytical and problem-solving skills with the ability to investigate complex issues.
Confidence working directly with customers and explaining technical concepts in a clear and accessible way.
Experience using spreadsheet and database software.
High level of ICT literacy, including a strong working knowledge of Microsoft Office applications.
Ability to investigate complex customer challenges and identify practical solutions.
Strong attention to detail and a logical, analytical approach.
Comfortable working through complex scenarios and edge cases.
Excellent verbal and written communication skills.
Able to remain calm and professional when dealing with high-priority customer issues.
Builds credibility and trust through expertise and responsiveness.
Keen interest in becoming a recognised specialist in timetabling and education technology.
Able to identify trends, recurring issues and opportunities for improvement.
Contributes ideas and insights to enhance products, processes and customer experience.
Works effectively across Customer Success, Product and Technical teams.
Enjoys sharing knowledge and supporting colleagues.
A team player with energy, commitment, enthusiasm and resilience.
Strong prioritisation and time management skills.
Able to manage competing priorities and changing customer needs.
Flexible and adaptable in a fast-paced environment.

Minimum two years' experience of whole-school timetabling and/or school data management.
Experience working in a school, education technology provider, local authority or related education environment.
Knowledge of school MIS systems.
Experience supporting users with software, systems or technical queries.
Strong analytical and problem-solving skills with the ability to investigate complex issues.
Confidence working directly with customers and explaining technical concepts in a clear and accessible way.
Experience using spreadsheet and database software.
High level of ICT literacy, including a strong working knowledge of Microsoft Office applications.
Ability to investigate complex customer challenges and identify practical solutions.
Strong attention to detail and a logical, analytical approach.
Comfortable working through complex scenarios and edge cases.
Excellent verbal and written communication skills.
Able to remain calm and professional when dealing with high-priority customer issues.
Builds credibility and trust through expertise and responsiveness.
Keen interest in becoming a recognised specialist in timetabling and education technology.
Able to identify trends, recurring issues and opportunities for improvement.
Contributes ideas and insights to enhance products, processes and customer experience.
Works effectively across Customer Success, Product and Technical teams.
Enjoys sharing knowledge and supporting colleagues.
A team player with energy, commitment, enthusiasm and resilience.
Strong prioritisation and time management skills.
Able to manage competing priorities and changing customer needs.
Flexible and adaptable in a fast-paced environment., Undergraduate degree or significant relevant experience in a similar role.

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