Customer Support Specialist

Job Description

Customer Support Specialist required now for a well-established and growing EdTech (SaaS) business.

Company insight:
Multi-award winning educational technology platform.
Regarded as a market-leader in their category.
We've helped the business expand their Customer Support, Tech Support & Customer Success teams for over 2 years.

Apply if you are:
Experienced in supporting complex bespoke software.
Passionate about providing world-class customer support.
Exciting by the prospect of working for a scale-up software company.
Happy to travel into North London 3x per week for initial training (Reducing post-training).

If you have the following it's beneficial:
Previously experience with SQL.
Experience with Zendesk.

The role of Customer Support Specialist:
You’ll form part of the front-line Customer Support team where you’ll deliver both 1st and 2nd line assistance for a vast-array of technical issues. Due to the relative complexity of this bespoke educational software, you’ll need to use your natural and proactive problem solving skills to resolve customer challenges.

Key responsibilities:
Resolve external customer tickets at 1st & 2nd Line.
Work to clear SLA’s to ensure world-class customer service is provided consistently.
Escalate customer issues to the technical/ 3rd line team where required.
Document issues and customer feedback in clear detail.
Identify and report the root causes of incidents and recommend actions to avoid any re-occurrence happening.
Confidently manage external customers expectations regarding timelines for resolution.
Prioritise workload and tickets effectively.

The package:
A salary of up to £35,000.
A hybrid and mature working model - Awesome location too!
25 days holiday + BH.
£1200 development budget provided annually to upskill.