Find More Than 10K+
United Kingdom Jobs

Job description

Title: Customer Support Analyst
Location: Hull
Full time, Permanent
Salary: £20,000 to £22,000
Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.

Role overview:
Providing technical customer support via all channels including email, phone, and webchat. Be inspired and challenged as part of our best-in-class customer support team, with great opportunities for you to explore, all located in our friendly offices in North Ferriby.

Key Responsibilities:

• Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner.
• Help manage technical product issues and identify root causes to determine appropriate solutions to resolve customer issues to a high standard.
• To provide ongoing support to customer, plus identifying supportability requirements.
• Drive continuous improvement of products, service, and support strategies.
• Create and implement Customer Services Plans and support strategies for assigned projects.
• Identify and advocate for serviceability and support requirements throughout the product life cycle.
• Expected to work to the highest standards to ensure first class service is delivered, whilst ensuring Quality & Regulatory standards are adhered to.
• Help to drive business teams to implement supportability improvements.

What will you need to succeed?

• Customer service experience: handling calls and emails, delivering excellent customer service.
• Technical skills required with an aptitude in using software products of varying complexity.
• Ability to plan and carry out work on your own or as part of the team.
• Decision-making and bringing innovation to problem solving.
• Helpful and positive attitude in a busy environment
• Able to project a respectable and professional image.
• Ability to maintain a calm approach and work effectively under pressure.

What do you get in return?

• 25 days annual leave rising to 30
• 5% pension after probation
• Health care cash plan
• Access to a range of benefits via My Benefits World
• Discounted city centre parking
• Free eye care cover
• Life Assurance
• Cycle to Work Scheme
• EAP (Employee assistance programme)
• Monthly Tes Socials
• Access to an extensive Learning and Development menu

About us
Orovia Education is an innovative payroll and budget planning software and budget planning solution for schools, academies and MATs which is part of Tes Global. Molded it to meet the needs of education business leaders, we deliver award winning software and support to over 4,500 schools and academies within the education sector.
Tes Global is a global digital education company that has been supporting educators for over 100 years. We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.