Support Associate

2 weeks ago

Yeovil, United Kingdom Education Horizons Full time

About Us


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 New Zealand.


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 platforms.


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 loads of great perks.


We are proud of having an inclusive environment where everyone works and collaborates to do great things whilst also being a fun place to work that is family friendly. If that sounds like it’s for you, come join us on our big adventure


In this role you would join our technical specialists who help our clients achieve a smooth transition to Education Horizons products, integrations with other tools and vendor products including reporting tools to provide rich insights into their school’s and students’ success.


Key Accountabilities

  • Provides the first line of support and assistance to our clients.
  • Ensures that all support enquiries are responded to effectively and in a timely manner.
  • Reviews the information provided by the customer and ensures that all essential information has been collected and access to customers systems is available, liaising with the customer where required.
  • Reviews information received on case and provides immediate assistance through the use of scripts, knowledge articles, and standard procedures.
  • Ensures that all other cases are appropriately assigned to the correct team or colleague.
  • Communicates updates to customers in a clear and timely manner.
  • Escalates issues and blockages to line manager promptly.
  • Maintains clear, comprehensive, and timely internal and customer-facing case notes.
  • Assists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
  • Works within the Education Horizons Information Security Management System and policies.
  • Lives and leads the Education Horizons’ values


Continuous improvement

  • Ensures strong focus is placed on responsiveness, and always interacting with clients with the highest levels of respect.
  • 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 customer service skills and develop functional and technical knowledge.


Skills

Experience of the following:


Functional

  • School management systems (desirable)
  • Accounting and payroll systems (desirable)
  • Basic Windows, Linux, or SQL knowledge (desirable)


Non-Functional

  • Experience of working in a B2B SaaS support environment (essential)
  • A strongly customer-service focused work ethic (essential)
  • Strong written and verbal communication skills (essential)
  • A keen eye for detail when performing tasks (essential)
  • Familiarity with service management processes and systems (desirable)


Previous experience that would be beneficial in the role

  • Working knowledge of Salesforce Service Cloud (desirable)



Personal Attributes

  • Passionate about delivering exceptional customer service
  • 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
  • Exceptional problem-solving skills and critical thinking with ability to think outside the box
  • 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.


If this sounds like your kind of thing, then please hit apply


If you’re concerned that you’re not ticking all the boxes but think you may have some transferable skills that could help you ace the role, just apply


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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