Technical Support Specialist

7 hours ago


Didcot, Oxfordshire, United Kingdom Hachette UK Full time
About Us

Hachette UK is a leading publisher of educational resources, dedicated to creating accessible and future-proofed content for students, teachers, and parents.

Job Overview

We are seeking a highly organized and customer-focused Technical Support Specialist to join our team. As a Digital Support Assistant, you will be responsible for ensuring our digital customers receive exceptional support in the technical aspects of ordering, on-boarding, accessing, and effectively using their online subscription services.

Key Responsibilities
  • Respond to inbound customer phone calls and emails using the Zendesk ticketing system to provide advice and support through first-line resolution or via internal escalation routes.
  • Work independently and as part of a team to manage customer expectations and keep them informed throughout the process.
Requirements
  • Able to communicate complex information clearly and concisely, with excellent customer service skills.
  • Highly organized, with the ability to work well under pressure and meet deadlines.
  • Confident in learning and using various IT systems, with an interest in education preferred.
What We Offer
  • An estimated salary of £24,840 per annum, plus bonus and benefits package.
  • A comprehensive benefits package, including 28 annual leave days (increasing to 29 after 2 years' service and 30 after 5 years'), private medical insurance, generous pension schemes, and more.
  • Opportunities for professional development and growth within the company.


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