Digital Support Assistant (Fixed Term Contract)

Judicium; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Digital Support Assistant to enhance user experience on their new E-Learning platform. This role is pivotal in providing customer assistance and resolving issues that arise during the migration process. You will engage with clients, troubleshoot problems, and maintain documentation to ensure smooth operations. The company values collaboration and offers a hybrid working environment, ensuring you have the support and resources to thrive. Join a community dedicated to transforming lives through education, where your contributions will make a significant impact and your professional growth is prioritized.

Benefits

28 days holiday (pro-rata)

Free life assurance

Employee and Employer Pension contributions

Hybrid working environment

Qualifications

• Prior experience in administrative roles, particularly with E-Learning platforms.
• Strong customer service mindset and effective problem-solving skills.

Responsibilities

• Monitor email and ticketing systems to support users with inquiries.
• Troubleshoot password resets and access issues for users.

Skills

Customer Service

Problem Solving

Communication Skills

Microsoft Office Suite

E-Learning Systems

Learning Management Systems (LMS)

CRM Knowledge

Education

Administrative Experience

Experience with E-Learning Platforms

Tools

Ticketing System

Knowledge Base Documentation

Job description

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Vacancy Name: Digital Support Assistant

Vacancy Number: VN1594

Location: London

Employment Type: Fixed Term Contract

About Us:
Judicium Education exists to keep schools and trusts safe by providing trusted professional services that focus on quality, reliability, and scale. We believe in the power of our people and encourage self-driven innovation. We work with you to drive your career development, providing you with learning opportunities and great specialist support.

As part of our service offering, Judicium Education provides an impressive number of popular online training courses specifically designed to meet the needs of schools, all delivered via our E-Learning platform. We have recently migrated over to a new e-learning platform, and as part of this, we have the requirement for a Digital Support Assistant to join us on a six-month Fixed Term Contract, to provide critical customer service and support for our customers and clients.

About the Role:
The Digital Support Assistant will be responsible for providing customer assistance and support to users migrating over to our new E-Learning Platform. They will provide critical support to our clients to troubleshoot time-sensitive issues or queries, resolve user problems, and escalate complex issues as necessary. The role involves proactive monitoring of systems, maintaining documentation, and collaborating with other teams to ensure seamless digital operations.

Day-to-day responsibilities include:

1. Monitor our inbound email inbox and ticketing system, supporting users to address enquiries and resolving issues related to our new E-Learning Platform post-migration.
2. Utilise problem-solving skills to troubleshoot problems such as password resets and access issues, as well as supporting users utilising the system effectively.
3. Support with the delivery of communication to clients surrounding any system changes and what that means for them.
4. Develop and maintain a comprehensive knowledge base and documentation of FAQs, common issues, resolutions, and troubleshooting steps to facilitate efficient support delivery and knowledge sharing.
5. Collaborate with internal stakeholders to address or escalate any wider issues.
6. Assist with ad-hoc reporting and data-sorting requests.

About You:
Some prior experience or success in an administrative role, ideally working with a Learning Management System, E-Learning platform or similar. A strong customer service mindset and skills. Effective problem-solving skills with the ability to use initiative to triage, investigate, and resolve customer issues autonomously. The ability to communicate professionally, both verbally and in writing. Pro-active, with the ability to pre-emptively troubleshoot and spot trends. Knowledge of Excel and Microsoft Office Suite. Knowledge of E-Learning or LMS systems would be advantageous. Knowledge or experience working with a CRM would be advantageous, though not essential.

What We Offer:
Hybrid working, with collaboration being one of our values, we expect regular presence in our well-situated London Cannon Street office to connect with our teams in person. 28 days holiday (pro-rata for this fixed-term contract). From day 1, free life assurance covering up to x4 your salary. Employee and Employer Pension contributions after 3 months service. People are at the heart of what we do. It’s our aim to create an environment and employee experience, which inspires and encourages our people to do their best work. We spend a significant portion of our lives at work, and we believe it’s really important to make this as enjoyable as possible. We're passionate about promoting a culture of openness, fairness, and inclusivity, we want everyone to have personal dignity at work and be empowered, so you can be your best, true authentic self each and every day. By joining Judicium and the wider Supporting Education Group, you will become part of a community that is dedicated to transforming lives and sustaining communities, where your voice is heard, your ideas are valued, and your individuality is celebrated. Together, we will continue to advance our passion for education and build brighter futures for all.