Product Support Administrator - NEC Housing

Please note – Role can be remote or Hybrid, Subject to location.

We’re looking for a Product Support Administrator to join our NEC Housing Team. You’ll play a pivotal role in supporting our innovative products for the Social Housing sector. With over £8 million invested annually in our award-winning solutions, we’re committed to helping customers deliver better services, more effectively. In this role, you’ll be part of a dedicated team focused on ensuring system reliability, delivering exceptional customer support, and driving continuous improvement across our housing management platforms.

Main Responsibilities:

• Provide responsive customer support via phone, email, and other channels.
• Manage and maintain strong relationships with assigned customer accounts.
• Accurately record all customer interactions, investigations, and resolutions.
• Monitor system dashboards and security alerts, taking prompt action when needed.
• Recreate and troubleshoot reported issues using internal guides and best practices.
• Collaborate with internal teams to resolve complex technical problems.
• Assist with application roll-outs and updates to ensure smooth implementation.
• Identify and resolve system errors to maintain optimal performance.
• Support configuration change projects and ensure accurate implementation.
• Apply release scripts and perform testing to validate configuration changes.
• Complete routine administrative tasks to support daily operations.
• Manage communications through shared mailboxes efficiently.
• Maintain up-to-date technical and procedural documentation.
•  Provide out-of-hours support when required to ensure service continuity.