Customer Support Advisor

**About Juniper Education Group**

Juniper Education was formed in June 2019 and is made up of 12 well established acquired businesses solely focusing on the Education industry. Juniper provides a wide range of education focussed solutions to overcome challenges in schools and Multi-Academy Trusts whether it be human, technological, or operational. Juniper’s national network of experts comprising of former headteachers, business managers, senior leaders, data specialists and EdTech professionals understand and support the needs of schools and Multi-Academy Trusts (MATs). Juniper is a comprehensive education support service, built on the foundation of helping schools and academies through innovative technology solutions, to go from strength-to-strength.

**Community Engagement Division**

Primarysite and e4education are market-leading innovators of websites and communication tools that help schools and MATS to do so much more than simply meet Ofsted requirements. From simplifying parents’ evening bookings to sending the weekly newsletter, we provide a range of engagement solutions to exceed customer expectations.

**Key purpose of job**

The core purpose of the Customer Support Advisor is to drive customer excellence.

You will be a hardworking team player who provides essential support to our customers to help them achieve the best results from their school website and associated engagement tools.

Our Customer Support Advisors ensure each customer receives outstanding support by responding to technical queries and requests effectively and efficiently. This role includes making changes to websites, so we are looking for someone who has a good understanding of HTML, CSS and basic JavaScript/jQuery. We are ideally looking for someone who has worked in a similar support role or a junior front end website developer who is a problem solver and keen to learn.

So, if you’re ready to help us make a difference and become part of the Juniper family we’d love to hear from you.

**Key responsibilities and accountabilities**
- Handle on-going maintenance queries, updates, improvements and additions to existing customer’s websites and other products
- Ensure quality standards, customer expectations and deadlines are met
- Provide a high level of customer support and respond to technical queries
- Proactively identify changes and raise potential issues with customer facing teams and management
- Investigate, diagnose, and register bugs; identify the level of importance and escalate accordingly
- Ability to confidently talk to users, school and trust leadership teams about their job request and our products and services and make suggestions to address their pain points
- Resolve complaints and issues successfully with mínimal need for escalation
- Take an active interest in driving improvements and efficiencies within the department
- Actively support and contribute to the development and execution of the department’s objectives, pre agreed targets and service level standards
- Maintain a high standard of product knowledge and willingness to learn
- To ensure long-term solutions to recurring customer support job requests and issues are investigated to find efficient solutions for the business that drive customer satisfaction
- Keep up-to-date, clear records of all communication with customers using internal systems for customer request handling and management

**Key attributes and competences**
- Experience of working in a technical support, or a customer facing role is desirable
- Excellent customer service and problem resolution skills
- Good knowledge of HTML, CSS and basic JavaScript/jQuery is desirable
- Good communication and influencing skills
- Great networker - enjoys collaborating often with all departments
- Good Knowledge of Office 365 (Outlook, Teams etc)
- Experience of using a helpdesk ticketing system, ideally Zendesk
- Team player who co-operates well with colleagues at all levels
- A natural passion for helping customers and enjoyment of using technology

**Salary**: Up to £23,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Cycle to work scheme
- Free parking
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- customer service: 2 years (preferred)

Reference ID: Customer Support Advisor - CE Oct 22