Customer Support Agent

Juniper Education; Greater London; On-site; GBP 24,000 - 27,000; Full time

Job summary

An educational technology firm is seeking a full-time Customer Support Agent to enhance its customer experience. This role involves providing timely support via multiple channels, diagnosing basic issues, and maintaining records of customer interactions. Ideal candidates will possess strong verbal and written communication skills, problem-solving abilities, and a customer-focused attitude. The company offers various benefits, including enhanced sick pay and access to a rewards platform.

Benefits

Day 1 right to company sick pay

Enhanced annual leave entitlement

Opportunity to purchase additional leave

Cycle to work scheme

Enhanced maternity & adoption pay

Funded development opportunities

Voluntary health care cash plan

Qualifications

• Strong communication skills for clear customer interactions.
• Ability to troubleshoot and resolve customer issues effectively.
• Willingness to learn new systems and processes.

Responsibilities

• Act as the first point of contact for customer enquiries.
• Diagnose and resolve basic issues using established procedures.
• Maintain detailed records of customer interactions.

Skills

Excellent verbal and written communication

Problem-solving ability

Attention to detail

Customer-focused attitude

Computer proficiency

Job description

The Role Customer Support Agent

Welcome to Juniper Education where our mission is to champion educators empowering them to shape future generations. Were more than just a support system; were the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services we address a spectrum of needs ensuring excellence in the education and tech industry your work directly influences the lives of students and educators. Whether youre developing cutting-edge educational technology supporting school leadership teams directly or designing solutions to enhance the learning experience you could make a lasting and positive impact on the future.

Our mission statement says it all : We look after you so that you can look after our children.

Dedicated to our core values we are committed to :

• Empowerment: Equipping everyone with the tools intelligence connections and freedom to make informed decisions recognised and respected by all.
• Purpose: Supporting everyone to reach their highest potential thereby enabling all children to achieve theirs.
• Passion: Because we love what you do youre at the heart of everything we do.
• Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.
• Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths ensuring that together we achieve more than we could ever do alone. Every voice counts!

As a Customer Support Agent youll be at the heart of our customer experience providing timely professional and effective support across a range of channels. Youll help diagnose and resolve issues ensure our customers feel supported and play a key role in improving our service delivery.

What you’ll be doing

• Act as the first point of contact for customer enquiries via phone email and chat.
• Diagnose and resolve basic issues using established procedures and resources.
• Provide clear accurate information about our products services and policies.
• Escalate complex queries to our Second Line Support team when necessary.
• Maintain detailed records of customer interactions and resolutions.
• Contribute to our internal knowledge base by identifying common issues and suggesting helpful resources.
• Communicate with empathy and patience ensuring every customer feels valued.
• Participate in ongoing training to develop your skills and product knowledge.
• Adhere to company policies procedures and data protection standards.

What we’re looking for

Excellent verbal and written communication problem-solving ability and attention to detail. A customer-focused attitude and the ability to stay calm under computer proficiency and a willingness to learn new systems.

Interview process

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 Juniper Education.

Benefits

• Day 1 right to company sick pay
• Enhanced annual leave entitlement
• Opportunity to purchase additional leave
• Entitlement to carry over leave to next entitlement year
• Day 1 access to 24 / 7 GP & prescription services
• Day 1 access to rewards platform
• Cycle to work scheme
• Enhanced maternity & adoption pay
• Day 1 access to employee assistance platform
• Funded development / Qualification opportunities
• Voluntary health care cash plan
• Voluntary private medical insurance
• Plus more!

It is the business expectation this role is being offered on a full time basis to ensure we maintain quality achieve performance goals and effectively meet customer demands.

Please note that we are unable to provide visa sponsorship at the moment.

Employment Type: Full Time

Experience: years

Vacancy: 1

Yearly Salary Salary : 24000 - 27000