Associate Customer Support Specialist

Beyond Co; Newmarket; Hybrid; GBP 24,000; Full time

Job summary

Join an innovative ed-tech scale-up as an Associate Technical Support Specialist, where you'll be the vital link between schools and our cutting-edge Wonde software. This role offers a unique opportunity to engage directly with educational institutions, ensuring seamless integration and support for our technology solutions. You'll thrive in a dynamic, hybrid work environment, collaborating with a passionate team dedicated to enhancing educational outcomes. If you're driven by customer success and eager to grow in a supportive atmosphere, this position is tailored for you. Embrace the chance to make a meaningful impact in the education sector while enjoying a range of personalized benefits.

Benefits

Enhanced Pension Payments

Retail Vouchers

Private Medical Insurance

Dental Plan

Qualifications

• Experience in a customer-focused environment is essential.
• Strong communication skills and attention to detail are crucial.

Responsibilities

• Act as the first point of contact for integration queries.
• Utilise Zendesk to log and respond to support requests.
• Collaborate with schools to complete integrations and troubleshoot.

Skills

Customer Service Experience

Excellent Communication Skills

Proactive Attitude

Attention to Detail

Self-Motivation

Tools

Zendesk

Job description

Associate Technical Support Specialist

Reports to: Lead Communications Advisor & Lead Technical Advisor

Location: Hybrid - 2-days on-site (Newmarket) 2-days WFH

Hours: 8:30 am - 5 pm with 30 minutes for lunch

Salary: £24,000 based on a 32 hour week

Product: Wonde - https://www.wonde.com/

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier.

Who Wonde is:

Wonde is an innovative and fast-growing, ed-tech scale-up that is on a mission to deliver cutting-edge technologies to improve ways of working for the education sector. Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third-party applications (apps) via our simple API platform. We are trusted by over 30,000 schools globally in the security and reliability of their technology and data.

Job snapshot:

As an Associate Customer Support Specialist, you will be the go-to person for our technical engagement with the schools. You’ll ensure the Wonde software is installed correctly and assist stakeholders with all integration support and requirements.

What you’ll be doing:

• Act as the first point of contact for any integration queries and strive towards first-contact resolution, championing best practices.
• Utilise the ticketing platform, Zendesk to ensure support requests are logged and responded to correctly.
• Collaborate and partner with the schools to arrange appointments, complete integrations and troubleshoot any issues.
• Nurture existing relationships to ensure stakeholders are fully supported and maximising their partnership with Wonde.
• Support stakeholders via phone, video calls and email.
• Support the division and wider integrations team in a range of administrative duties.
• Collaborate with the wider integrations team to ensure queries are resolved accurately and on time.

What we’re hoping you’ll bring:

• Experience in a customer-focused environment.
• The ability and desire to work in a proactive environment with key performance indicators.
• Strong ‘can do’ mentality.
• Excellent communication skills, both written and oral with a high degree of attention to detail.
• The desire to learn and take on new challenges.
• Self-motivation with the confidence and enthusiasm to take the initiative and get things done.
• Good attitude towards individual success and team success.

What you'll get:
We have tech people, creative people and people people, all focused on providing a superior customer experience. We value, support, and champion those we work with, promoting personal growth and happiness. We understand that our success depends on all our team members' collective energy, intelligence, and contributions, and we are committed to ensuring that our work environment is the best it can be.

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes:

• Enhanced pension payments.
• Retail vouchers.
• Private medical insurance.
• Dental plan.

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.

www.beyondco.com