Technical Support Team Member

Jago Consultants; East Oakley; Hybrid; GBP 23,000 - 24,000; Full time

Benefits offered by this job

Hybrid Working

Pension Scheme

Company Bonus for high performers

Company Discount Scheme

Training and Career Development

Job summary

Jago Consultants is seeking an experienced Technical Support Team Member to assist schools with software solutions for education. The role focuses on resolving customer queries, maintaining school data workflows, and providing dependable support across the client base in the UK.

You will handle calls, troubleshoot issues, update documentation, and participate in ongoing training. The position offers a hybrid working arrangement, a competitive salary, a pension scheme, and opportunities for

Responsibilities

• Answer incoming calls in a timely and professional manner
• Be an active, helpful and enthusiastic member of the customer support team
• Maintain knowledge of SchoolBase and stay up to date with developments
• Conduct second level testing and ensure adherence to style guide and requirements spec
• Maintain the connections database storing links to schools
• Set up customers’ databases/systems on FS hosted platform
• Assist with internal client PC IT issues
• Troubleshoot and solve customer problems, replicate issues, download and restore data using FTP & SQL server
• Keep documentation up to date and create new help pages and training manuals
• Take full responsibility for missed calls and ensure callbacks are addressed quickly
• Attend internal training sessions as appropriate
• Support new colleagues by sharing knowledge and helping them develop theirs
• Monitor CRM logs and communicate status changes to customers
• Be aware of changes in future releases
• Perform ad hoc tasks as required

Job description

Great opportunity for an experienced Technical Support Team Member. Working for a successful school data expert company that produce the very best software to the education sector. The company is highly reputable and has provided software solutions and support to the most respected schools/colleges throughout the UK for over two decades.

The purpose of the role is to provide support and assistance to software products to ensure an optimum level of customer service relating to education business activity. You are required to provide problem solving duties in response to clients requests and maintain efficient protocols within a school IT infrastructure. To engage with a designated contact in a school (for a group of designated schools) for the purpose of maintaining good relationships with the client base and to secure from time to time information on the use of the software in the school.

Duties and Responsibilities

In Accorandace with company procedures:

• To answer incoming calls in a timely and professional manner
• Be an active , helpful and enthusiastic member of the customer support team
• Maintain your SchoolBase knowledge and keep up to date with new developments
• Conduct second level testing, checking for adherence to the company style guide and requirements spec
• Maintaining connections database which stores links to the schools
• Setting up customers’ databases/systems on FS hosted platform
• Assist with internal client PC IT issues
• Work towards solving customers’ problems, including replicating issues, downloading and restoring school data using FTP & SQL server,working through processes customers are trying to achieve etc.
• Keeping existing documentation up to date and creating new documentation where necessary, including help website pages and training manuals, such that all processes customers have to do are fully documented
• Take full responsibility for all missed calls ensuring that all call backs are addressed as quickly as possible
• Continue to attend internal training sessions as appropriate
• Support new colleagues by sharing your knowledge and help them develop theirs
• Ensure that you monitor your CRM logs and effectively communicate to the customer any changes in status
• Keep up to date of any changes in future releases
• Ongoing ad hoc tasks as required

Package

• 23-24k depending on experience
• Company Bonuses for high performers
• Pension Scheme
• Company Discount Scheme
• Hybrid Working
• Full-Time Permanent Position
• Training and Career Development