Hybrid EdTech Support Specialist

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

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.