Customer Support Advisor (SAMpeople)

Arbor Education; Wakefield; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading educational technology company in Wakefield is seeking a Customer Support Advisor to provide first-line support for their SaaS products. The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to solve problems efficiently. Key responsibilities include assisting customers via phone and ticket systems, investigating queries, and collaborating with internal teams. This role offers flexible working arrangements and a supportive environment aimed at professional development.

Benefits

25 days annual leave

Your birthday off

BUPA Healthcare Cashback plan

Pension Scheme

Professional development opportunities

Flexible working hours

Qualifications

• Proven experience in customer service or a related field, preferably in a SaaS environment.
• Excellent communication and interpersonal skills.
• Strong investigative and problem-solving abilities.

Responsibilities

• Provide first-line support to customers purchasing our SaaS products.
• Investigate customer queries for escalation opportunities.
• Deliver customer support via telephone and online ticket systems.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Organisational skills

Technical coordination

Tools

Customer support ticket systems

Job description

Location: Wakefield (Hybrid)

Salary: £24,500 - £27,500

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

Central to this mission is equipping Schools with the technology and support to address any challenges they may face, so expanding our product suite and enhancing our customer offering has become an essential priority.

One of these many products is SAMpeople, a cloud based software platform for schools to give them a one-stop shop for their people management.

SAMpeople are Education people specialists; we have a team of leaders who have all worked in education for many years and understand the business challenges that schools and MATs have to deal with day in and day out.

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

Our Customer Support team is the key initial contact point, dedicated to helping customers use our SaaS products via phone and ticket systems. You'll use sharp logical thinking to investigate and solve problems right away, while keeping detailed records of everything you handle. This role is a great way to build your technical skills fast, as you’ll be actively learning from complex product challenges and working closely with our second and third-line technical experts, as well as various internal teams, to get issues sorted. Essentially, you combine excellent customer service with the essential technical coordination needed to keep our customers happy and successful.

We are looking for an ambitious and communicative Customer Support Advisor to join our Customer Support team and help us to continue to provide first-line support to customers who purchase our SaaS products. The remit and focus of the role is to handle customer enquiries via both telephone and ticket systems, investigate queries to determine if a referral to second or third-line support is necessary, and track information, contact, and outcomes, and liaising with internal departments and other stakeholders to resolve issues. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a fast learner and a customer-centric person, this is the role for you.

Core responsibilities

• Provide first-line support to customers purchasing our SaaS products, addressing their inquiries and concerns.
• Investigate customer queries to determine if escalation to second or third-line support is required.
• Deliver customer support via telephone and the customer ticket system, ensuring timely and effective resolution of issues.
• Maintain excellent customer service standards, ensuring customer satisfaction and positive outcomes.
• Track information, contact, and outcomes accurately, ensuring all data is recorded and accessible.
• Collaborate with internal departments and stakeholders to resolve customer issues efficiently.
• Think logically and systematically to troubleshoot and resolve customer problems.
• Continuously improve customer support processes, identifying areas for enhancement.

About you

• Proven experience in customer service or a related field, preferably in a SaaS environment.
• Excellent communication and interpersonal skills.
• Strong investigative and problem-solving abilities.
• Ability to think logically and systematically.
• Proficiency in using customer support ticket systems.
• Strong organisational skills and attention to detail.
• Ability to work collaboratively with internal teams and stakeholders.

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – we can offer part time or term time hours to suit you and your family

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [e-mail].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

Refer a friend

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [e-mail]

Please note: We are unable to provide visa sponsorship at this time.