Remote Phone Support Specialist

2 weeks ago

Yeovil Somerset, United Kingdom Education Horizons Full time

Education Horizons Education Horizons is Australia’s largest EdTech company, providing software for over 2200 schools and 3 million school users in more than 60 countries across Australia, UK, Europe, Asia, the Middle East, Africa and NZ. We are setting out on a journey to change the lives of children, their families and teachers by creating a first of its kind, end-to-end school experience and management platform.

We have truly flexible working
At Education Horizons we believe team members should have freedom to choose where and when they work – within a focus on prioritising output and impact over rules and policies. This means that we are open to considering both hybrid and fully remote candidates.

Provides intermediate level of technical support and assistance to our clients.
Calls upon the expertise of support team colleagues to provide assistance when required to ensure cases continue to progress in line with SLA commitments.
Educates and provides recommendations to clients to improve client usability, performance, and customer satisfaction.
Assists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
Responsible for daily operations of phone service for our clients, including answering inbound calls via the support line
Working within the Education Horizons Information Security Management System and policies
Provides process improvement ideas and suggestions that help improve the overall support delivered to clients.
Provides support and guidance to Support Analysts to ensure efficient resolution of cases

School management systems
School timetabling systems
Intermediate to advanced SQL knowledge

Experience of working in a B2B SaaS support environment
A strongly customer-service focused work ethic
Experience with report writing software
Experience of workingin a school in an academic or administrative role


Passionate about delivering exceptional customer service
Solutions-driven, creative, and professional
Confident and strong communicator both on phone (verbal) and via email and case updates (written)
Ability to work independently as well as within a team, engagingwith teams both locally and remotely
At Education Horizons we value output and impact over rules and policies. We will not be accepting unsolicited phone calls or applications from employment agencies at this time.

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