Product Support Administrator - NEC Housing

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.

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

Requirements

Proven experience with NEC Housing systems from a technical perspective; Strong background in Customer Service; Experience in maintaining accurate documentation; Hands on experience with housing management software configuration; Expertise in troubleshooting and resolving Housing System errors; Candidates must be able to demonstrate a pre-existing right to work and travel within the UK; Satisfactory vetting, references and occupational health checks; Disclosure Barring Service (DBS) check may be required depending on the nature of the role

Nice to have

Working knowledge of SQL

Benefits

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost); 25 days paid holiday with the option to buy/sell (FTE); 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost); Group Pension Plan with employer contributions up to a maximum of 8.5%; A selection of flexible benefits to suit your individual needs; Free access to LinkedIn Learning