1st Line Support Administrator

6 months ago

Liverpool, United Kingdom Angel Solutions Full time

This is a hybrid role which will require regular time working from our office in Liverpool.

Starting salary: £22,500 _(plus benefits)._

**Job Requirements**:
**Essential**:

- Minimum one year of experience in a first-line support role, with a strong understanding of IT fundamentals.
- Excellent verbal and written communication skills in English, with an emphasis on empathy and patience.
- Proven ability to think critically and solve problems efficiently.
- Passion for delivering outstanding customer experiences that drive repeat business.
- Strong time management skills and the ability to prioritise tasks effectively.
- Proficiency in technical tools such as Excel, Zendesk, Zoom, Microsoft Teams, Trello, and Slack.

**Desirable**:

- Demonstrated experience in effectively utilising Zendesk or a similar customer support platform.
- Previous involvement in supporting Educational Technology (EdTech) solutions.
- Enthusiasm for working with data and extracting valuable insights to inform decision-making.
- Experience in lead generation and identifying new business opportunities.
- Certification or coursework in IT-related fields (e.g., CompTIA A+, ITIL Foundation) is advantageous.
- Familiarity with programming languages or basic scripting knowledge (e.g., HTML/CSS) would be beneficial.

**Day-to-Day Role**:
As a 1st Line Support Administrator at Angel Solutions, you'll be the go-to guru for Local Authorities, Multi Academy Trusts, and Schools nationwide, guiding them through any technical hiccups they encounter and ensuring they have a smooth and seamless experience with our products.
- Utilise various tools, including Zendesk, JIRA, phones, and live chat, to provide comprehensive support and promptly address customer queries.
- Proactively promote the advantages of premium features during customer interactions, offering tailored solutions to meet specific needs.
- Collaborate closely with customer support representatives and cross-functional teams to foster a culture of teamwork and knowledge sharing.
- Document solutions to common issues and contribute to continuously improving support processes.
- Maintain a personable and efficient approach to support, striving to resolve queries promptly and exceed customer expectations.

**Education Skills / Qualifications**:
**Benefits & Culture**:
We know we're biased, but we really do think Angel is **a great place to work**
- **
Hybrid Working**: We will support you to work wherever you work best, at home, in the office, or both
- ** Your Birthday Off**: In addition to Annual Leave allowance
- ** Regular Finish Early Fridays**: as a reward for all your hard work
- ** Innovation Days**: Time to get away from "normal" and work differently
- ** Ongoing Training & Qualifications**: Learning is at the core of who we are
- ** Creative Office Space**: We have a ball pool, swings, popcorn machine, a gypsy caravan...
- ** Surprise Treat-Days**: Park fun days, meals out, workshops'¦ who knows what's next?
- ** Parental Leave**: Maternity, paternity and adoption leave from day one
- ** Dependents Leave Allowance**: Time off if your child / family member is poorly
- ** Private Medical Insurance**: Because we want to know you're looked after
- ** Christmas Shutdown**: In addition to annual leave allowance. We love Christmas and it's a great time to rest and recharge those batteries
- ** Earn More Every Month**: After probation, all employees automatically receive an incremental monthly salary increase, amounting to £500 every year.

**What We Do at Angel Solutions**:
Angel Solutions creates pioneering web-based software that serves the education industry _(teachers, leaders, school improvement officers, education data analysts and more)_. Most of our products are designed to save people time and deliver powerful data analysis, but that's not all we're about We also strive to be creative and innovative in everything we do, and want to remain a friendly, close-knit team even as the company continues to grow.

The **Support team** serve as frontline ambassadors, offering prompt assistance to our valued customers. Their primary objective is swiftly identifying and resolving customer inquiries and issues, working with our sales and development teams to ensure seamless operations and customer satisfaction.

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