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Support Specialist

3 months 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. With offices in Melbourne, Perth and Sydney.

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.

Education Horizons is an amazing place to work. It's a great size – big enough to have serious resources to invest, but small enough to not get lost in the crowd. We have truly flexible working

and are proud to have an inclusive, collaborative work environment.

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.

Key Responsibilities

  • Provides intermediate level of technical support and assistance to our clients.
  • Responsible for the ownership of assigned cases through to resolution.
  • Reviews information received on case and uses own skills, experience and sources of knowledge to find satisfactory resolutions for the client.
  • Calls upon the expertise of support team colleagues to provide assistance when required to ensure cases continue to progress in line with SLA commitments.
  • Escalates issues and blockages to line manager promptly.
  • Communicates updates to customers in a clear and timely manner.
  • 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.
  • Maintains clear, comprehensive, and timely internal and customer-facing case notes.
  • 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
  • Live and lead the Values of Education Horizons.

Continuous improvement

  • Is solutions driven and takes ownership in the successful resolution of cases within the scope and skills of the role.
  • Consolidates, records, and shares learnings for the greater benefit of the team.
  • Remains committed to ongoing learning to develop and maintain functional and technical knowledge.
  • 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.

Skills

  • Experience of the following:
  • Learning management systems
  • School management systems
  • Intermediate to Advanced SQL knowledge
  • Experience of working in a B2B SaaS support environment
  • A strongly customer-service focused work ethic
  • Strong written and verbal communication skills with an ability to convey technical concepts to non- technical audiences
  • Familiarity with service management processes and systems
  • A keen eye for detail when performing tasks.

Previous experience that would be beneficial in the role

  • Administration or expert-level usage of Engage
  • Experience with report writing and business intelligence software
  • Experience of working a school in an academic or administrative role

Personal Attributes

  • Passionate about delivering exceptional customer service
  • Solutions-driven, creative, and professional
  • Exceptional problem-solving skills and critical thinking with ability to think outside the box
  • Confident and strong communicator both on phone (verbal) and via email and case updates (written)
  • Capacity to engage and collaborate with various groups including colleagues, clients and key stakeholders
  • Ability to work independently as well as within a team, engaging with teams both locally and remotely
  • Ability to deal with challenging situations with confidence and empathy.

At Education Horizons we value output and impact over rules and policies. This means empowering our team members to choose where and when they work with the aim of benefiting our customers, the tasks you are working on, your team and for you

This also means recruiting the right person for the role. We will consider all qualified applicants regardless of their background, experience, identity or need for flexibility. If you are interested in this role but it might need some flexibility just let us know.

Education Horizons retains the right to remove this advertisement prior to any stated closing date.

We will not be accepting unsolicited phone calls or applications from employment agencies at this time.