Second-Line Support Specialist Job at Metapic

Product Support Specialist - Institutions

As a Product Support Specialist - Institutions, you will act as the primary prod...

Location

United Kingdom , London

Salary:

Not provided

Opus 2

Expiration Date

Until further notice

Requirements

Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
Support testing and validation of new product features, patches, and releases prior to deployment.
Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.

Job Responsibility

Act as the primary product expert and relationship manager for our Institutions client base.
Provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.
Bridge client enablement and internal accountability.
Facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management.
Ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

What we offer

Contributory pension plan.
26 days annual holidays, flexible working, and length of service entitlement.
Health Insurance.
Loyalty Share Scheme.
Enhanced Maternity and Paternity.
Employee Assistance Programme.
Electric Vehicle Salary Sacrifice.
Cycle to Work Scheme.
Calm and Mindfulness sessions.
A day of leave to volunteer for charity or dependent cover.

Fulltime

Service Desk Specialist

Embark on a transformative journey as a Service Desk Specialist. At Barclays, ou...

Location

United States , New York

Salary:

125000.00 - 170000.00 USD / Year

Barclays

Expiration Date

Until further notice

Requirements

Providing first-line and second-line technical support for enterprise systems and applications
Troubleshooting incidents, managing escalations, and supporting timely resolution
Working with cross-functional teams to support service improvements
Following risk and control frameworks within technology environments
Supporting technology changes that impact services and users

Job Responsibility

Provision of high-quality support and problem-solving capabilities through various communication channels to resolve specific technology issues related to products and applications, ensuring that the relevant stakeholders are updated on progress
Development of reports and dashboards to visualise and communicate key findings and recommendations for improvement to team leads and relevant stakeholders
Management of user requests including password resets, software installation, access provisioning and equipment troubleshooting
Collection and maintenance of incidents, requests and resolutions to access trends, identify common issues, track services metrics
Maintenance of a knowledge base containing documentation of resolved cases for future reference and self-service opportunities
Execution of assessments to establish the severity and urgency of reported issues to support the prioritisation process
Development and provision of user training on applications, systems and equipment to enhance experience and self-sufficiency

What we offer

Competitive holiday allowance
Life assurance
Private medical care
Pension contribution

Fulltime

IT Systems Specialist

We are looking for a IT Systems Specialist to join us at Huws Gray! This is a hy...

Location

United Kingdom , Worcester; Pampisford; Llangefni

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Proven experience supporting ERP systems (BisTrack experience highly desirable)
Strong understanding of business processes in a merchanting or distribution environment
Proficiency in SQL for data queries and reporting
Excellent troubleshooting and analytical skills
Ability to manage multiple priorities and work under pressure
Strong communication skills and ability to work with both technical and non-technical stakeholders
Experience with system integrations and APIs
Knowledge of Windows Server environments and networking fundamentals
Familiarity with project management methodologies (Agile or Waterfall)

Job Responsibility

Provide first and second-line support for BisTrack ERP and related business systems
Troubleshoot and resolve system issues promptly to minimise business disruption
Maintain system documentation, user guides, and knowledge base articles
Monitor system performance and implement improvements where necessary
Assist in planning, configuring, and implementing new features and modules within BisTrack ERP
Collaborate with stakeholders to gather requirements and translate them into technical solutions
Support data migration, testing, and user training during project rollouts
Ensure projects are delivered on time, within scope, and aligned with business objectives
Manage user accounts, permissions, and security settings within BisTrack ERP
Perform regular system health checks and apply updates or patches as required

What we offer

Competitive rates of pay
24 days annual leave in addition to recognised public and bank holidays
Company attendance and performance bonuses
Company pension scheme – in line with auto enrolment
Death In Service
Career progression and personal development opportunities
Being part of a “team” as opposed to just being a number
Staff discounts on items purchased from any of our nationwide branches

Fulltime

Medical Information Customer Experience Specialist

We are recruiting a Medical Information Customer Experience Specialist (Swedish-...

Location

United Kingdom , Tadworth, Surrey

Salary:

24.00 GBP / Hour

SRG

Expiration Date

Until further notice

Requirements

Degree in a life science or healthcare-related discipline
Native or C2-level proficiency in Swedish, with strong English language skills
Strong written and verbal communication skills
High attention to detail and a strong customer service mindset

Job Responsibility

Research and respond to medical information enquiries via phone, email, webform, live chat, and post, in line with agreed timelines and quality standards
Accurately document enquiries and responses in accordance with SOPs, work instructions, and regulatory requirements
Identify and report adverse events and product quality complaints within required timelines
Provide customer responses in Swedish using approved English-language source materials
Support second-line medical information activities, including escalation management and content creation, where required
Ensure continuity and consistency of service across countries of coverage, working closely with Medical Information colleagues and local leads
Identify and support continuous improvement initiatives to enhance processes and customer experience
Represent Medical Information in country office activities where required, including meetings, reporting, and internal training
Support country relationship management for designated markets
Act as a point of contact for country-specific medical information updates and ensure data remains accurate and current

Fulltime

Product & Innovation Manager

Our Product & Innovation Manager serves as a China-market expert to bridge betwe...

Location

China , Shanghai

Salary:

Not provided

Human8

Expiration Date

Until further notice

Requirements

5+ years in product management and innovation roles in technology-driven and/or research-enabled environments
Strong China market fluency for digital products, including local ecosystem constraints and integration realities (e.g. WeChat)
Proven ability to own China-specific requirements within a global, distributed platform team and balance local urgency with global consistency
Solid technical and product delivery skills: discovery, prioritization, backlog management, release readiness, testing coordination, and quality practices
Hands-on escalation and stakeholder management experience
calm, structured incident leadership and clear cross-cultural communication
Experience with subscriptions/accounts/billing operations (or strong aptitude) and working effectively with finance/commercial stakeholders
Analytical, pragmatic, outcome-driven mindset
independent operator who collaborates effectively across functions and time zones
Proficient in English and Chinese, both written and spoken

Job Responsibility

Lead end-to-end discovery to define the minimal lovable solution: map current workflows and user journeys, identify the job-to-be-done, gather local market/consumer insights, and align stakeholders and technical experts on the core problem to solve
Convert insights into an actionable, outcome-driven plan: develop solution options with cost/benefit, impact and risk trade-offs
translate the chosen approach into prioritized features/backlog items, low-fidelity designs/estimates, and clear success measures (OKRs)
Own day-to-day product leadership during development: act as the main point of contact for engineers and suppliers, break solutions into smaller, prioritized backlog items, keep development teams aligned on the “why,” control scope/budget, and continuously improve ways of working through retros and review moments
Ensure quality, learning, and measurable impact: validate developed functionality, run pilots/experiments to capture learnings, co-create with clients and domain experts
Launch and scale new capabilities through structured adoption: coordinate early-adopter programs, capture and act on local user feedback, deliver role-based training, and lead clear release communications across relevant stakeholder groups
Embed solutions into operations and track impact: blueprint updated workflows and process changes, and monitor success against defined Objectives and Key Results (OKRs) to drive continuous improvement
Drive sustained adoption and impact by providing second-line support, leading internal enablement programs, resolving stakeholder issues through corrective actions and lessons learned, and building local & global stakeholder relationships to continuously improve initiatives and inform future roadmap proposals
Own China-market product requirements end-to-end: gather needs from local consultants, project teams, specialists, and clients
translate into clear user stories, acceptance criteria, and a prioritized backlog aligned with the global roadmap

Fulltime

Senior Privacy Operations Specialist

We are seeking a Senior Privacy Operations Specialist to join our award-winning ...

Location

Hungary , Budapest

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Minimum of 3 years’ experience in privacy or legal roles
Experienced in negotiating contracts and data protection clauses
Strong understanding of global privacy landscape, particularly in technology or telecoms
Skilled in compliance management standards, tools, and best practices
Highly organised, able to manage multiple priorities in a matrix environment
Courageous, proactive, ethical, and passionate about privacy and emerging technologies
Excellent analytical and communication skills, with the ability to simplify complex information
Excellent command of English and strong interpersonal skills

Job Responsibility

Support and motivate at least one privacy analyst, fostering creativity and ensuring smooth day-to-day operations
Manage privacy demand by triaging and categorising requests, tracking workload, and maintaining visibility on priorities
Conduct Privacy Impact Assessments and support Privacy by Design and Assurance activities
Assist HR with Subject Access Requests and support privacy incident investigations
Ensure supplier compliance by embedding privacy considerations into procurement processes
Perform re-assessments of high and medium-risk data processing activities to maintain compliance
Maintain centralised records and drive quality assurance for data accuracy
Support policy compliance reviews and second-line assurance activities
Negotiate internal and external data protection terms, including complex agreements
Liaise with local market privacy contacts to accommodate regional requirements

What we offer

Opportunity to work on global privacy initiatives impacting millions of customers
Exposure to cutting-edge technologies and privacy challenges in telecoms
Collaborative environment with a focus on innovation and continuous learning
Be part of a diverse and inclusive team driving transformation across markets
A dynamic environment where innovative ideas are always welcome
A collaborative community where your professional goals and work are supported by a diverse team
Access to internal and external trainings via other providers
A supportive internal coaching and mentoring culture
Corporate assets including a laptop and mobile phone with One Business Mobile Superior subscription (unlimited voice, text message, and data within the EU)
Cafeteria package

Fulltime

Business Assurance Analytical Specialist

We are seeking a detail-oriented individual with strong analytical capabilities ...

Location

Albania , Tirane

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Skilled in analytical thinking with strong attention to detail
Experienced in auditing and working with large or complex financial datasets
Confident in using analytical and BI tools such as MicroStrategy or Power BI
Effective at communicating with international and cross-functional stakeholders
Proficient in time management, problem-solving, and collaborative work
Equipped with at least 3 years of overall experience, including 1 year in a similar role
Educated to degree level in Economics, Business Informatics, IT or related fields
Experienced in business or margin assurance or similar telecommunications functions
Capable of building reporting solutions and working in business analytical environments
Fluent in English (B2) and Italian (B2)

Job Responsibility

Run data analysis to detect margin leakages and financial-impacting inconsistencies
Monitor platform integrity processes and conduct reconciliations of usage, billing, and charging data
Analyse alarms and potential anomalies related to specific offers or services
Develop queries, reports, and dashboards to support continuous monitoring and ad-hoc initiatives
Identify opportunities for process improvement through analysis of data and reports
Review new commercial initiatives and propose updates to existing controls or requirements
Partner with Vodafone Italy first-line teams to support leakage resolution, transparency of issues, and corrective actions
Collaborate on the design and development of controls and mitigations
Manage data sources by acquiring new datasets, maintaining independent second-line data sources, and participating in company-wide data projects

What we offer

Opportunities to work with international teams and cross-functional experts
Direct involvement in high-impact financial and operational assurance processes
Continuous learning through exposure to emerging technologies and large-scale datasets
A supportive environment focused on collaboration, growth, and innovation

Fulltime

Senior Salesforce Administrator

We are looking for a Senior Salesforce Administrator to take a lead role in the ...

Location

United Kingdom , London

Salary:

Not provided

The Telegraph

Expiration Date

Until further notice

Requirements

Strong, hands-on experience configuring Service Cloud in a complex environment
Expert-level Flow creation, troubleshooting, and optimisation
Experience with deployments, change sets/devops tooling, and sandbox management
Ability to design scalable, maintainable solutions that follow platform best practices
Strong understanding of Salesforce data structures, APIs, and error-handling principles
Experience with Omni-Channel, case assignment routing, and automation around service operations
Experience working with Agentforce / AI Agents or a strong ability to learn rapidly
Familiarity with Einstein for Service tools (Email Drafts, Case Wrap-Up, Article Recommendations, Case Classification)
Ideally holds Agentforce Specialist certification or relevant Trailhead credentials
Proven experience in a senior admin or advanced second-line Salesforce role

Job Responsibility

Act as a senior system administrator across TMG’s Salesforce platform, with ownership of advanced BAU tasks and complex support requests
Design, build, debug, and optimise Flows, orchestrations, automations, and error-handling frameworks
Lead the investigation and resolution of complex issues, including failures in integrations, flows, API-driven processes, and subscription logic (Zuora/MPP)
Oversee release management alongside developers, including participating in deployment rota, validating builds, and ensuring sandboxes remain aligned with production
Lead the configuration and expansion of Agentforce for Service
Support the rollout of Einstein for Service capabilities
Stay current with rapidly evolving AI features and help guide internal adoption
Work closely with our developers and QAs on solution design, technical refinement, and deployment readiness
Partner with the business to translate requirements into actionable Salesforce solutions that are scalable and maintainable
Document configuration, logic, and release steps in Jira/Confluence

What we offer

Dynamic working opportunities
Medical cover
Parental leave (six months fully paid maternity leave and enhanced paternity/partner leave)
Life assurance
Season ticket loans
Flexible benefits designed to support your lifestyle and help you achieve a healthy work-life balance
Access to a variety of training and development opportunities through The Academy

Second-Line Support Specialist

Metapic

Location:
Sweden

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 13, 2026

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