Global Product Support Specialist, Digital Transformation

Almac Group; Craigavon; On-site; GBP 34,000 - 52,000; Full time

Job summary

Almac Group in Craigavon is seeking a Product Support Specialist within the Digital Transformation team to deliver responsive, frontline support for our software products to internal and external users across the clinical trial lifecycle.

You will handle a high-volume ticketing desk, taking ownership from intake to resolution, investigate issues, escalate when needed, and work with product owners and tech teams to restore service quickly. Occasional on-call duties may apply.

Qualifications

• Eligibility to work in the UK without restriction or with valid work permit.
• Five GCSE subjects including English and Maths at grade C or above (or equivalent).
• Previous experience in a computerized system customer support role (service desk, helpdesk, application support or end user support).
• Experience logging, prioritising, investigating, updating and closing incidents or service requests using a ticketing system.
• Strong problem-solving and communication skills; able to explain technical information clearly.

Responsibilities

• Provide front-line, global support to internal and external users of Almac software products.
• Own incidents and service requests from initial assessment to resolution and closure.
• Investigate issues, identify root causes, coordinate remediation with technical teams and stakeholders.
• Build knowledge of Almac software, contribute to product/service improvements.
• Occasional on-call support outside standard hours.

Skills

Customer support

Problem solving

Communication

Ticketing systems

Education

GCSE (incl English & Maths)

Tools

Ticket management system

MS Office

Job description

Almac Group in Craigavon is seeking a Product Support Specialist within the Digital Transformation team to deliver responsive, frontline support for our software products to internal and external users across the clinical trial lifecycle.

You will handle a high-volume ticketing desk, taking ownership from intake to resolution, investigate issues, escalate when needed, and work with product owners and tech teams to restore service quickly. Occasional on-call duties may apply.