Support Specialist
1 month ago
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 workingnand 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 ResponsibilitiesnProvides intermediate level of technical support and assistance to our clients.nResponsible for the ownership of assigned cases through to resolution.nReviews information received on case and uses own skills, experience and sources of knowledge to find satisfactory resolutions for the client.nCalls upon the expertise of support team colleagues to provide assistance when required to ensure cases continue to progress in line with SLA commitments.nEscalates issues and blockages to line manager promptly.nCommunicates updates to customers in a clear and timely manner.nEducates and provides recommendations to clients to improve client usability, performance, and customer satisfaction.nAssists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.nMaintains clear, comprehensive, and timely internal and customer-facing case notes.nResponsible for daily operations of phone service for our clients, including answering inbound calls via the support linenWorking within the Education Horizons Information Security Management System and policiesnLive and lead the Values of Education Horizons.
Continuous improvementnIs solutions driven and takes ownership in the successful resolution of cases within the scope and skills of the role.nConsolidates, records, and shares learnings for the greater benefit of the team.nRemains committed to ongoing learning to develop and maintain functional and technical knowledge.nProvides process improvement ideas and suggestions that help improve the overall support delivered to clients.nProvides support and guidance to Support Analysts to ensure efficient resolution of cases.
SkillsnExperience of the following:nLearning management systemsnSchool management systemsnIntermediate to Advanced SQL knowledgenExperience of working in a B2B SaaS support environmentnA strongly customer-service focused work ethicnStrong written and verbal communication skills with an ability to convey technical concepts to non- technical audiencesnFamiliarity with service management processes and systemsnA keen eye for detail when performing tasks.
Previous experience that would be beneficial in the rolenAdministration or expert-level usage of EngagenExperience with report writing and business intelligence softwarenExperience of working a school in an academic or administrative role
Personal AttributesnPassionate about delivering exceptional customer servicenSolutions-driven, creative, and professionalnExceptional problem-solving skills and critical thinking with ability to think outside the boxnConfident and strong communicator both on phone (verbal) and via email and case updates (written)nCapacity to engage and collaborate with various groups including colleagues, clients and key stakeholdersnAbility to work independently as well as within a team, engaging with teams both locally and remotelynAbility 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.
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