Customer Support and Onboarding Assistant- 6 months FTC

Purpose

We’re recruiting a new role – Customer Support and Onboarding Assistant – to work across Nuffield Technologies and its SAAS products, Rugged Data and Rugged Draw.

You’ll help customers get started, answer their questions and configure software around how they work. Working alongside our technical and customer-facing colleagues, you’ll build your product knowledge and gradually take on more responsibility.

This is an opportunity for someone confident with software who enjoys solving problems and helping people.

This role will start as a 6 month fixed term contract, which will be kept under review.

Tasks and Responsibilities

• Provide friendly first-line support by phone, email and online channels, investigating queries and keeping customers updated.
• Help onboard customers by understanding their requirements, coordinating next steps and preparing data for import.
• Configure and check accounts, forms, report templates and workflows, with guidance from experienced colleagues.
• Guide customers through the software on video calls and create clear help materials, including short support videos.
• Help test new features and fixes, sharing customer feedback and recurring issues with the team.

A full job description is attached.

What we are Looking For

• Confident using software systems, with practical experience gained through work, education or personal projects, and able to learn new tools quickly.
• Clear and articulate communicator who enjoys building relationships and is comfortable on video calls and recording support videos with their face on camera.
• Patient and curious, with a logical approach to solving problems and good attention to detail.
• Organised and reliable, able to manage time, balance priorities and follow queries through to resolution.
• Comfortable using AI tools thoughtfully, checking their outputs and handling customer information carefully.
• Customer service, administration or software experience would be helpful.
• Applicants must be eligible to work in the UK.

Why Join Us

• Competitive salary.
• Annual bonus of up to 10% of your salary, based on company performance and achievement of your individual goals.
• 25 days’ holiday plus bank holidays.
• Access to an Employee Assistance Programme (EAP).
• Onsite parking.
• Private medical insurance.
• Practical experience across software support, customer onboarding and configuration, with opportunities to learn from experienced colleagues.
• A varied role where you’ll build technical and communication skills, work directly with customers and take on more responsibility as your confidence grows.