Software Support Agent

Bromcom Computers Plc; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the Education Technology sector is seeking an experienced Support Role to manage customer inquiries related to school MIS and finance systems. The role offers clear career progression, flexible working arrangements, and ongoing training. Ideal candidates will have strong organizational and communication skills, along with experience in customer support and MIS systems.

Benefits

Flexible working arrangements

Comprehensive and ongoing training

Qualifications

• Strong organization skills and good time management.
• Excellent communication skills, both written and verbal.
• Ability to work in a customer-facing environment.

Responsibilities

• Managing a variety of requests from customers.
• Maintaining a high degree of product expertise as it evolves.
• Providing exceptional customer service to ensure satisfaction.

Skills

Strong organization skills

Good diagnostic / problem solving skills

Excellent communication skills

Professional working attitude

Good time management and priority handling

Ability to work in a customer-facing environment

Education

Educational Background

Tools

MIS systems

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 of supporting Edtech products.

The position will focus on customer support for school MIS and finance systems, and over time, progressing to more proactive, 'expert' support. There are clear routes for career progression and development - our software support agents have gone on to work 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. We provide comprehensive and ongoing training to all staff joining us.

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 requests from customers - these range from queries to more complex incidents, reported via telephone calls, online chat, emails or online
• Maintain a high degree of product expertise as the product evolves
• Use your product expertise to investigate technical issues and elevate to higher support tiers if needed
• Remain the "owner" of each issue or request raised, maintaining strong lines of communication with the customer to ensure they're kept up to date
• Generally provide exceptional customer service to your customers, ensuring they feel happy and satisfied and get the most from the product.

Skill and ExperienceRequirements

• Strong organization skills
• Good diagnostic / problem solving skills
• Excellent communication skills – both written and verbal
• Professional working attitude
• Good time management and priority handling
• Ability to work in a customer-facing environment
• Experience in the following would be highly advantageous
  • Previous experience in a Support Role
  • Previous experience working with MIS systems
  • Educational Background

Bromcom is an equal opportunities employer