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Great opportunity for an experienced Technical Support Team Member. Working for a successful school data expert company that produces the very best software for the education sector. The company is highly reputable and has provided software solutions and support to the most respected schools/colleges throughout the UK for over two decades.
The purpose of the role is to provide support and assistance for software products to ensure an optimal level of customer service related to education business activities. You are required to perform problem-solving duties in response to client requests and maintain efficient protocols within a school IT infrastructure. You will engage with designated contacts in schools to maintain good relationships and gather information on software usage.
Duties and Responsibilities
In accordance with company procedures:
1. Answer incoming calls promptly and professionally.
2. Be an active, helpful, and enthusiastic member of the customer support team.
3. Maintain your SchoolBase knowledge and stay updated with new developments.
4. Conduct second-level testing, checking for adherence to the company style guide and requirements specification.
5. Maintain the connections database with links to schools.
6. Set up customers’ databases/systems on the FS hosted platform.
7. Assist with internal client PC IT issues.
8. Work towards resolving customers’ problems, including replicating issues, downloading and restoring school data using FTP & SQL Server, and working through processes customers are trying to achieve.
9. Keep existing documentation up to date and create new documentation as needed, including help website pages and training manuals, ensuring all customer processes are fully documented.
10. Take full responsibility for missed calls and ensure callbacks are addressed promptly.
11. Attend internal training sessions as appropriate.
12. Support new colleagues by sharing your knowledge and helping them develop theirs.
13. Monitor CRM logs and communicate any status changes to customers effectively.
14. Stay updated on future releases and changes.
15. Perform ongoing ad hoc tasks as required.
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