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Support Agent – Leicester – £20,000 – £25,000

Education Support Professionals are looking for an experienced and hardworking candidate who can provide exceptional customer service and support to their clients.

The Role:

The Support Agent role will see you supporting business critical functions relating to the movement of educational data from schools to the company’s applications via their tools and software. In addition, you will be sharing responsibility with your team for maintaining platform connections, training, as well as pre and post implementation or onboarding of products.

You will do this with a good knowledge of educational organisations, how they record, store and use data as well as having a clear understanding of GDPR compliance. You will be committed to providing an excellent customer experience throughout the customer journey, and influence and encourage others around you to uphold the same values.

Key Responsibilities:

  • Provide customer support by answering phone calls and emails from customers ensuring a courteous, timely and effective resolution of their issues.
  • Train customers online, as required.
  • Deliver an exceptional customer experience to all customers.
  • Be responsible for data management accurately updating customer account data within Salesforce, namely but not limited to contact details.
  • Have knowledge of the products, staying abreast of all product developments to facilitate conversations with customers.
  • Show technical understanding using your ability to bridge the gap between customers and internal technical team. Understanding how the product works on a technical level and being able to explain this in an easy to understand way.
  • Achieve targets and KPIs set by your line manager.
  • Manage your workload by processing all incoming queries and appropriately prioritise tasks independently, escalating when required.
  • Work collaboratively with peers within the business to ensure efficient results for customers.
  • Adhere to compliance to strict policies to safeguard the privacy of all data and to comply with GDPR.
  • Champion a caring, collaborative, and collegiate culture that puts the customer front and centre.

Key Requirements:

  • The ability to absorb and retain information quickly.
  • Build customer rapport via telephone and emails.
  • Excellent attention to detail with proven analytical and problem-solving abilities.
  • Provide exceptional customer service.
  • Experience of working in a team-orientated collaborative environment and is highly self-motivated.

Desirable Skills & Experience:

  • Experience of working in education technology (Edtech).
  • Good understanding of educational data.
  • Experience of using Salesforce.
  • An awareness of software development terminology.

In addition to the above the company offers:

Competitive salary of £20k – £25k and 25 days annual leave.

  • Health and wellness plans, insurance, and pension.
  • Employee discounts and perks, including free snacks and drinks.
  • A commitment to support your ongoing professional development.

Job summary

Sector:

ICT

Location:

Leicester

Salary:

£20-25K

Contract type:

permanent

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