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Education Support Officer

4 months ago

Guildford, United Kingdom Doublestruck Ltd Full time

**Education Support Officer - term time only**

**Introduction**
Doublestruck has been producing assessment software (Exampro and Testbase) for teachers for over

20 years. It is used across primary and secondary schools in England and other English-speaking schools. The software was designed by teachers for teachers and educational need drives development and communication. Our support team has a good understanding of schools and provides empathetic help to teachers both in response to requests for help and by ensuring communications are clear and effective.

**Purpose of role**:
The main purpose of this role is to provide effective and knowledgeable support to users of Testbase,

Education Support Officer will also review and propose improvements to communication materials such as promotional materials, FAQs, help pages, tutorials, and websites.

**Reporting to**:School Liaison Manager

**Location**:Guildford, with occasional days in the London office for orientation, training etc.

**Working hours**:This a term time only role (39 weeks/year), with 40 working hours per week with a paid hour for lunch each day.
- Regular hybrid working available (typically 2 office and 3 home days per week).
- Flexibility exists around working hours, with 8 hour shifts falling between 08.00

(earliest start) and 17.00 (latest finish) to be agreed with the School Liaison Manager
- Holidays will be not permitted during term time, with holiday pay included in the pro-rated salary paid over 12 months.

**Salary **£27,500 as FTE, so £22,635 pro rata

**Notice period**:1 month

**Key responsibilities**:
**Teacher support - responsive**
- Directed by the Support Team Leader, answer phone and electronic communications and provide help regarding all aspects of Doublestruck’s services and troubleshooting as required
- Work with our support helpdesk system to ensure all queries are logged accurately and resolved in a timely fashion.
- Consolidate issues and queries to share information with appropriate colleagues so that, collectively, effective solutions can be found.
- Report particular issues that need to be addressed by production and technical team using internal ticketing system or more immediate communication to ensure appropriate resolution of problems that cannot be handled by first line support.
- Processing orders received by phone or electronically.
- Maintain accurate and up-to-date customer records, ensuring that data is entered into our database system in a timely and accurate manner

**Teacher support - proactive**
With awareness of the school environment, teacher needs and time constraints:

- Communicate effectively and engagingly with teachers at all times.
- Help teachers get the most from Doublestruck products and services. o Review all support and guidance communications about the products to ensure highest possible standards. o Engage with current teacher guidance, FAQs and other support information. o Create new help documentation/update help portals as necessary.
- Participate in product development discussions so that common queries and requests from teachers are addressed.
- Work with the marketing colleagues to identify opportunities to upsell and promote additional services to existing customers
- Help to continuously improve customer support processes and procedures to enhance the customer experience
- Other duties as agreed.

**Competencies /Skills/Experience**

**What Detail Required/Desired**

Planning and -Ability to organise own work to deliver to project R organising timelines
- Excellent timekeeping to ensure that phones are R covered effectively during your ‘shifts’

Communications -Excellent communication skills - able to R communicate clearly, verbally and in writing
- Able to create technical documentation D

Skills -Microsoft Office and/or Google Suite R
- Familiarity with ticketing systems D
- Familiarity with SIMS/MIS data extractions D
- Good analytical skills R

Experience -1 year working in education D
- Experience working in support D

**Job Types**: Full-time, Permanent

**Salary**: From £23,831.65 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Flexitime
- Life insurance
- Profit sharing
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Guildford

Application deadline: 08/04/2024