Our origin story
We have always believed that no-one should be isolated from learning, whatever their means or circumstance.
We work with two different isolated communities – and in the future we hope our work will reach many more. Yet our goal is always the same. To empower people through digital inclusion so they can change their lives for the better.
We hope that, like us, you believe digital inclusion can help people gain control of their lives. And by creating new opportunities for individuals, we can change our society, fix broken systems, and improve lives.
The Kings Award for Enterprise
The King's Award for Enterprise is an awards programme for British businesses and other organisations who excel within one of four categories. It is the highest official UK award for British businesses.
We are incredibly proud to have received the King's Award for Enterprise in the category of Promoting Opportunity through social mobility in 2023, one of only 9 companies to receive the award in this category.
Business as a force for good
Coracle is a B-Corp certified business.
B-Corp certification is a rigorous, third-party verification that we meet the highest standards of social and environmental performance, accountability, and transparency.
At Coracle we are committed to balancing purpose with profit, considering the impact of decisions on our workers, customers, and the communities, and environment we operate in.
The Role
The Customer Services and Help Desk representatives form the front line of support within the Central Support Team to support both end user customers and internal customers (site support).
Their function is one of enablement, facilitation and providing technical and product expertise.
Direct Responsibilities & Accountability
* Answer questions and troubleshoot a variety of IT problems reported by users via phone, email, chat, or in-person. This may involve issues with software, hardware, network connectivity, or cloud-based applications.
* Listen attentively to user concerns, explain technical concepts in a clear and understandable manner, and maintain a positive and professional demeanour throughout each interaction.
* Diagnose problems, research solutions, and guide users through troubleshooting steps to resolve their issues efficiently.
* For complex issues beyond own expertise, effectively escalate them to the appropriate person while keeping the customer informed of the progress.
* Support of contract delivery including but not limited to:
* Setting up of laptops
* Creation of delivery notes
* Fulfilling orders
* Smoke testing (QA, BVT)
* Ensure that all customer related stats and reports are updated / managed effectively
* Ensure that Service Level Agreements are maintained and reported on
* Active and relevant participation in Tech Stand ups with Product Development
* Attainment of, and continuous maintenance of, a deep knowledge of the Coracle products and services
* Keeping on top of professional admin including but not limited to:
* Policy reading
* Prompt replies to email
* Project tracking
Key attributes and skills
* Strong understanding of basic IT concepts like hardware, software, networking, and troubleshooting principles.
* Knowledge of Google operating systems an advantage
* Ability to communicate clearly, both verbally and in writing.
* Genuine passion for providing exceptional customer service and ensuring user satisfaction.
* Resourceful and analytical, able to identify root causes and troubleshoot problems effectively.
* Ability to listen attentively to user concerns and ask clarifying questions.
At Coracle Online, we uphold a commitment to treating all individuals with equality, fairness and respect including colleagues, candidates, clients and business partners. Our company and our clients are committed to creating an inclusive and diverse workplace where all individuals are treated with respect and dignity. We do not discriminate and welcome and encourage all applicants to apply. We are dedicated to ensuring that all candidates have an equal opportunity to be considered for employment.
We encourage candidates with disabilities to let us know about any reasonable adjustments they may require during the recruitment process or during their employment. We are committed to ensuring that all candidates and employees have an equal opportunity to succeed and will make reasonable adjustments to accommodate disabilities where possible.
GDPR Statement: Coracle Online is committed to the protection of personal data. We comply with the General Data Protection Regulation (GDPR) in our collection and processing of applicant information.
Job Type: Full-time
Pay: £27,000.00 per year
Benefits:
* Additional leave
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
* Paid volunteer time
* Sick pay
Ability to commute/relocate:
* Cambridge CB4 3LA: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person