Customer Support Technician (1st Line Support)

Dheya; Liverpool; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Birthday off

Early Finish Fridays

Innovation Days

Ongoing Training & Qualifications

Creative office space

Surprise Treat-Days

Parental Leave

Private Medical Insurance

Christmas Shutdown

Annual salary progression

Job summary

Angel Solutions is seeking a Customer Support Technician to be the first point of contact for schools and authorities across the UK. You will guide users through technical issues and help them maximise the value of Angel Solutions software.

You will receive comprehensive product training and join a responsive team focused on quick resolutions, ownership of issues, and high-quality service. Collaboration with Development, Data and Testing will broaden expertise and enable better customer outcomes.

Qualifications

• Minimum one year of experience in a first-line support role with IT fundamentals.
• Excellent verbal and written communication skills in English with empathy and patience.
• Proven ability to think critically and solve problems efficiently.
• Passion for delivering outstanding customer experiences that drive repeat business.
• Strong time management skills and ability to prioritise tasks.
• Experience using Zendesk or equivalent ticketing platform and collaboration tools (Slack, Jira, Trello, Outlook).

Responsibilities

• Act as a first point of contact for queries from schools, trusts and local authorities.
• Provide support via Zendesk, Dialpad, email and internal channels.
• Deliver a friendly, efficient customer experience and own queries through resolution.
• Develop product knowledge to provide accurate and practical support.
• Investigate, diagnose and triage technical issues and escalate when needed.
• Collaborate with Testing, Data and Development teams to resolve complex issues.
• Record and manage support activity using Zendesk, Jira, Confluence and Outlook.
• Identify lead opportunities and communicate premium features to users.
• Support New Business and Renewals teams to aid retention and conversions.
• Participate in training, product demos and release updates.

Skills

IT fundamentals

Verbal communication

Written communication

Problem solving

Customer experience

Time management

Zendesk

Dialpad

Cisco

Slack

Teams

Zoom

Trello

Jira

EdTech

Data insights

Lead generation

HTML/CSS

IT certifications

Education

IT-related certifications

Tools

Zendesk

Dialpad

Cisco

Slack

Teams

Zoom

Trello

Jira

Confluence

Outlook

Job description

Strong understanding of IT fundamentals Written Verbal Communication Abilities Problem Solving Customer Experience Time Management Skills Ticketing platform e.g. Zendesk Telephone Software Dialpad Cisco Slack Teams Zoom Trello Jira Customer support platform Education Technology EdTech solutions Lead Generation ITrelated qualifications Programming Languages Basic scripting knowledge HTMLCSS

As a Customer Support Technician, you’ll be a first point of contact for schools, multi-academy trusts and local authorities across the UK. You’ll guide users through technical issues, answer product questions and help them get the greatest possible value from Angel Solutions software.

You’ll receive comprehensive training across our products and gradually build the knowledge needed to provide clear, accurate and empathetic support to a wide range of users. You’ll join a friendly, highly responsive team that takes pride in resolving queries quickly, taking ownership of customer issues and delivering a level of service our customers genuinely value.

Alongside resolving day-to-day queries, you’ll work closely with our Development, Data and Testing teams to investigate more complex issues and ensure customers receive both an accurate answer and a positive experience.

You’ll also learn to recognise appropriate commercial opportunities during support conversations. This may include helping users of our free tools understand the additional value offered by our premium products and passing suitable opportunities to our New Business or Renewals teams. The focus will always be on understanding the customer’s needs and recommending genuinely relevant solutions.

Job Requirements

• Minimum one year of experience in a first-line support role, with a strong understanding of IT fundamentals.
• Excellent verbal and written communication skills in English, with an emphasis on empathy and patience.
• Proven ability to think critically and solve problems efficiently.
• Passion for delivering outstanding customer experiences that drive repeat business.
• Strong time management skills and the ability to prioritise tasks effectively.
• Experience using a range of workplace systems, such as Zendesk or an equivalent ticketing platform, telephone software such as Dialpad or Cisco, communication and remote-meeting tools such as Slack, Teams or Zoom, and task or project management systems such as Trello or Jira.
• Demonstrated experience in effectively utilising Zendesk or a similar customer support platform.
• Previous involvement in supporting Educational Technology (EdTech) solutions.
• Enthusiasm for working with data and extracting valuable insights to inform decision-making.
• Experience in lead generation and identifying new business opportunities.
• Relevant IT-related qualifications, certifications or coursework would be advantageous. Examples may include CompTIA A+, ITIL Foundation or equivalent training.
• Familiarity with programming languages or basic scripting knowledge (e.g., HTML/CSS) would be beneficial.
• Excellent communicator: You communicate clearly, confidently and professionally, both in writing and over the phone.
• Empathetic and solution-focused: You enjoy helping people, remain patient when users are experiencing difficulties and take pride in finding solutions.
• Technically confident: You are comfortable using web-based applications, enjoy investigating problems and can learn new systems quickly.
• Organised and dependable: You can manage competing priorities, maintain accurate records and follow tasks through to completion.
• Detail-oriented: You understand that small details matter when diagnosing issues and communicating instructions.
• Collaborative: You enjoy working as part of a team and are comfortable asking questions, sharing knowledge and working with colleagues across different departments.
• Commercially aware: You can recognise when an additional product or feature may genuinely benefit a customer and communicate that value naturally.
• Interested in education: You are enthusiastic about contributing to products and services that support schools, trusts and local authorities.

Education & Qualifications

We are looking for candidates who are passionate about IT and customer service. While a degree is not required, a strong academic background and evidence of ongoing learning are essential. Relevant certifications or coursework in IT support are highly valued, and proficiency in English, both written and verbal, is a must.

Your Key Responsibilities

• Act as a first point of contact for customer queries from schools, multi-academy trusts and local authorities.
• Provide support through Zendesk, Dialpad, email and other internal communication channels.
• Deliver a friendly, efficient and personable customer experience, taking ownership of queries through to resolution.
• Develop strong knowledge of Angel Solutions products and use this knowledge to provide accurate, practical and tailored support.
• Investigate, diagnose and triage technical issues, recognising when further input or escalation is required.
• Work collaboratively with the Testing, Data and Development teams to resolve more complex customer issues.
• Record and manage support activity accurately using systems including Zendesk, JIRA, Confluence and Outlook.
• Log and elevate software bugs, feature requests and customer feedback, ensuring relevant teams have clear and useful information.
• Recognise suitable lead opportunities and help users understand relevant premium features and benefits.
• Work closely with the New Business and Renewals teams to support customer conversions, retention and long-term satisfaction.
• Participate in internal training, product demonstrations and release updates to remain informed about new features and improvements.
• Help maintain support guides, internal documentation and shared team knowledge.
• Hybrid Working: We offer a blend of remote and office-based working based on the needs of the individual and the business. Minimum 2 days in office, with possible additional ad-hoc day, e.g. for company updates and events.
• Your Birthday Off: In addition to Annual Leave allowance
• Regular Finish Early Fridays: as a reward for all your hard work
• Innovation Days: Time to get away from "normal" and work differently
• Ongoing Training & Qualifications: Learning is at the core of who we are
• Creative Office Space: We have a ball pool, swings, popcorn machine, a gypsy caravan...
• Surprise Treat-Days: Park fun days, meals out, workshops... who knows what's next?
• Parental Leave: Maternity, paternity and adoption leave from day one
• Dependants Leave Allowance: Time off if your child / family member is poorly
• Private Medical Insurance: Because we want to know you're looked after
• Christmas Shutdown: In addition to annual leave allowance. We love Christmas and it's a great time to rest and recharge those batteries!
• Earn More Every Month: After probation, all employees automatically receive an incremental monthly salary increase, amounting to £500 every year.

What We Do at Angel Solutions...

Angel Solutions creates pioneering web-based software that serves the education industry (teachers, leaders, school improvement officers, education data analysts and more). Most of our products are designed to save people time and deliver powerful data analysis, but that's not all we're about! We also strive to be creative and innovative in everything we do, and want to remain a friendly, close-knit team even as the company continues to grow.

The Support team serve as frontline ambassadors, offering prompt assistance to our valued customers. Their primary objective is swiftly identifying and resolving customer inquiries and issues, working with our sales and development teams to ensure seamless operations and customer satisfaction.