Tier 1 Support Specialist

2 weeks ago


Andover, United Kingdom Cengage Group Full time

Cengage Group's National Geographic Learning has an exciting new part-time opportunity for a Tier 1 Support Specialist & Marketing Administrator. Completing 17.5 hours per week this role will work with the EMEA Marketing team providing tier 1 support with a focus on onboarding during peak times.

The role comes with 23 days (pro rated) annual leave rising to 26 (pro rated) after a years service plus additional wellness days (pro rated) given at the companies discretion. Cengage Group also offers private healthcare, a company pension, employee assistance program, a recognition platform where points can be exchanged for high-street vouchers, annual flu vaccine and eye care vouchers.

Applications close date: Friday 3rd March 2023

Job Title: Tier 1 Support Specialist & Marketing Administrator (Part-Time)

Business Unit: NGL Marketing

Department: NGL Marketing

Reporting to: Technical Support Manager/Regional Events Manager

Line Reports: None

Based: Andover office

Date last reviewed: February 2023

Purpose:
To work within the Marketing Team, providing Tier 1 Support to the EMEA Region for the Spark platform with a complete focus on onboarding support during the peak seasons (September - November, February - March)

Key Accountabilities:
Tier 1 Support Specialist
- Responsible for supporting the Sales Team with onboarding requests for the OLP Platform, including: - Maintain creation of Institutions on the Spark platform. Creation of Teachers and Student accounts where required. Adding products to existing accounts. Providing onboarding documentation to Sales Team.
- Supporting Customer Service with Purchase Order fulfilment and support.
- Supporting Tier 1 Support and the Technical Support Manager on ad-hoc requests.
- Escalate more complex technical problems/issues as necessary to the Technical Support Manager.
- Reporting Spark data to the Technical Support Manager for EMEA.

Marketing Administrator
- Management of ordering, sending out and tracking promotional material for reps/events/distributors, including: Ordering items from the warehouse Posting out items direct from the marketing office Tracking what items are being sent where on a spreadsheet Researching and ordering new promotional materials as required and booking into warehouse
- Invoice and payment support for Marketing invoices, including: Processing marketing invoices e.g., from authors Coding in Catalyst and recording in Marketing Events spreadsheet Setting up new payment vendors
- General events support including: Flight booking for authors Event booklists Room lists

Key Relationships:

- Internal: _Technical Support Manager
_, _Tier 1 Digital Support Specialist
_, _Customer Service
_, _Sales Reps
- External: _Customer

Travel Requirements:
No travel required.

Essential Role Requirements:

- Experience/Achievements_
- Minimum 2 years' technical support experience in a sales environment.
- Skills/knowledge_
- Computer literate in MS Office.
- Ability to communicate in non-technical language to customers, sales reps and other users.
- Good written and oral communication skills.
- Self-motivated and proactive.
- Keen attention to detail and follow-through.
- Ability to work calmly in a sometimes-high pressure environment.
- Team player suited to a team-orientated and collaborative environment, where knowledge is shared actively.

Desirable Role Requirements:

- Experience/Achievements_
- Experience of Tier 1 Technical Support/Helpdesk.


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