Social network you want to login/join with:
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 and 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 will be required to perform problem-solving duties in response to client requests and maintain efficient protocols within a school IT infrastructure. Engaging with designated contacts in schools (for a group of schools) is essential to maintain good relationships and gather information on the use of the software in each school.
Duties and Responsibilities
In accordance with company procedures:
1. Answer incoming calls in a timely and professional manner.
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 which stores links to the 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 where necessary, including help website pages and training manuals, ensuring all customer processes are fully documented.
10. Take full responsibility for all 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 effectively communicate any changes in status to the customer.
14. Stay updated on any changes in future software releases.
15. Perform ongoing ad hoc tasks as required.
#J-18808-Ljbffr