Software Support Agent

Bromcom; Bromley; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company in the Education Technology sector, where you'll play a crucial role in customer support for school MIS and finance systems. This position offers clear career development pathways, including training, consultation, and project management opportunities. With a flexible working environment and comprehensive training provided, you'll thrive in a supportive atmosphere. Ideal for those with strong problem-solving and communication skills, this role is perfect for individuals looking to make a significant impact in Edtech.

Benefits

Flexible Working Arrangements

Ongoing Training

Qualifications

• Experience in customer support roles, particularly with MIS systems.
• Strong communication skills and a professional attitude.

Responsibilities

• Manage customer requests and maintain product expertise.
• Investigate technical issues and provide exceptional customer service.

Skills

Organisational Skills

Diagnostic Skills

Problem-Solving Skills

Communication Skills

Time Management

Education

Relevant Educational Background

Tools

MIS Systems

Job description

Job Description

A fantastic opportunity to join a leading company in the Education Technology sector, ideally suited to an experienced MIS user/data manager or someone with experience supporting Edtech products.

The position will focus on customer support for school MIS and finance systems, with potential progression to more proactive, 'expert' support roles. There are clear routes for career development, including opportunities in training/consultation, software implementation, technical project management, and management positions within the company.

We offer flexible working arrangements, with half of our team already working from home full-time. Comprehensive and ongoing training is provided to all staff.

Responsible to

This role reports to the Helpdesk Manager.

Duties/Areas of Responsibility

The Position Will Involve The Following Areas Of Responsibility

• Manage a variety of customer requests, ranging from queries to complex incidents, reported via telephone, online chat, emails, or online forms.
• Maintain a high level of product expertise as the product evolves.
• Use your product knowledge to investigate technical issues and escalate to higher support tiers if necessary.
• Act as the "owner" of each issue or request, maintaining strong communication with the customer to keep them informed.
• Provide exceptional customer service to ensure customer satisfaction and optimal use of the product.

Job Requirements

Skills and Experience

• Strong organisational skills.
• Good diagnostic and problem-solving skills.
• Excellent written and verbal communication skills.
• Professional attitude and approach.
• Effective time management and prioritisation skills.
• Ability to work effectively in a customer-facing environment.
• Experience in the following areas would be highly advantageous:
• Previous support role experience.
• Experience working with MIS systems.
• Educational background relevant to the role.

Bromcom is an equal opportunities employer.