Technical Support Specialist

5 days ago

London, Greater London, United Kingdom Education Horizons Full time
About Us

Education Horizons is a leading EdTech company, providing software solutions for over 2200 schools and 3 million school users in more than 60 countries across the globe.

We are on a mission to revolutionize the education sector by creating innovative, end-to-end school experience and management platforms.

Our company culture is built on a foundation of inclusivity, flexibility, and a passion for delivering exceptional customer service.

The Role

As a Technical Support Specialist, you will be part of our technical team, responsible for providing advanced technical support and assistance to our clients, focusing on database and infrastructure aspects.

You will work closely with our clients to resolve complex technical issues, ensuring a smooth transition to our products and integrations with other tools and vendor products.

Key Responsibilities:

  • Provide expert technical support and assistance to clients, including database and infrastructure troubleshooting and resolution.
  • Own and resolve assigned cases through to completion, ensuring timely and effective resolution.
  • Collaborate with colleagues to provide assistance and expertise when required, ensuring seamless case progression and adherence to SLA commitments.
  • Escalate issues and blockages to line manager promptly, ensuring timely resolution and minimizing impact on clients.
  • Communicate updates to clients in a clear and timely manner, ensuring transparency and trust.
  • Educate and provide recommendations to clients to improve usability, performance, and customer satisfaction.
  • Perform job role and responsibilities to the fullest potential, ensuring continuous improvement and contribution to high CSAT ratings and a positive Net Promoter Score (NPS).
  • Assist the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
  • Maintain clear, comprehensive, and timely internal and customer-facing case notes.
  • Responsible for daily operations of phone service for our clients, including answering inbound calls via the support line.
  • Accurately record information in relevant internal systems. Complete timesheets in an accurate and timely manner if requested.
  • Work within the Education Horizons Information Security Management System and policies.
  • Live and lead the Education Horizons' values.
Continuous Improvement

We are committed to continuous improvement and strive to deliver exceptional customer service. As a Technical Support Specialist, you will:

  • Focus on responsiveness and interact with clients with the highest levels of respect.
  • Be solutions-driven and take ownership in the successful resolution of cases within the scope and skills of the role.
  • Consolidate, record, and share learnings for the greater benefit of the team.
  • Remain committed to ongoing learning to develop and maintain functional and technical knowledge.
  • Provide process improvement ideas and suggestions that help improve the overall support delivered to clients.
  • Support and guide Support Analysts to ensure efficient resolution of cases.
Skills and Personal Attributes

We are looking for a skilled and dedicated individual with the following qualifications:

  • Microsoft Windows Server and Active Directory
  • Microsoft SQL Server – Operations and Tuning (Intermediate to Advanced)
  • Microsoft Office Products including M365 – Configuration and Usage
  • Web Services including Microsoft IIS – Installation and Usage
  • Network, firewall and VPN technologies – Good Understanding
  • Server, virtualisation, and storage technologies – Good Understanding
  • Proven ability to diagnose and resolve complex website issues related to site and service configuration, application or security errors, and performance bottlenecks
  • Ability to diagnose web infrastructure from the perspective of a browser, using client tools like Dev Tools and HAR files
  • Security Software (Anti-Virus, Anti-Malware etc.) would be desirable
  • Microsoft Remote Desktop – Installation and Usage would be desirable
  • AWS Hosting Experience would be desirable
  • Education Horizons' products would be desirable
  • School processes and procedures would be desirable

We also value the following personal attributes:

  • Experience of working in a B2B SaaS support or professional services environment
  • A strongly customer-service focussed work ethic
  • Strong written and verbal communication skills with an ability to convey technical concepts to non-technical audiences
  • Efficient time and priority management skills - the ability to juggle multiple competing activities and keep deadlines
  • Commercial acumen - ensuring accuracy of scopes, quotations and delivery
  • Familiarity with service management processes and systems.
  • Experience of working in a school in an academic or administrative role would be desirable

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and have the skills and attributes we are looking for, please apply.

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