Graduate Customer Support Agent London, England
Job description
Satchel are creators of award-winning homework software, Satchel One, which is used in 1 in 3 Secondary Schools across the UK. We’re a team of individuals focused on creating powerful learning experiences and first-class customer support to make a difference in education. We have a close-knit culture and act as one team to deliver our service with our brand values in mind: Warmth, Pioneering, Integrity and Be The Best.
Satchel is now looking for a Customer Support Agent to join our London office. You will report to the Head of Support and act as the main point of contact for our customers who need assistance with their account.
It’s a position that requires a strong communicator, an excellent problem solver, and a highly motivated, organised individual.This is an ideal role for someone looking to start their career in a fast-paced and rapidly evolving SaaS business. Despite our friendly, fun and collaborative environment, it’s a role for someone who’s truly self-motivated, with a growth mindset and a natural ambition to develop professionally.
You will work in a friendly, collaborative and supportive environment with a wealth of learning opportunities,
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Location / Working Hours*
4 Day Working Week - Monday - Thursday, 2 days from our London HQ, 2 Days Remote (currently a trial period and subject to change depending on the volume of customer requirements)
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The Support Team*
We are very proud of the personal level of support we provide to our customers. The support team are the first point of contact for teachers, students and parents when they have an issue or question about our service – whether that’s logging in, setting homework or administration of the school set up.
We need people with a caring approach, a knack for problem-solving, the ability to analyse an issue and identify what is behind it. You’ll be driven by the need to solve as many issues as possible before you go home each day, and it helps if you’re a bit of a techy.
Finally, your communication skills on the phone, email and live chat need to be clear, friendly and professional.
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Main responsibilities:*
- Resolve email, phone and live chat support tickets from schools, parents & students in a friendly, professional and helpful manner
- Advise customers on use of our technology and understand when issues need escalating
- Ensuring customers feel understood and cared for
- Investigating complex, technical issues end to end
- Liaising with other parts of the business to resolve issues eg. Engineering, Account Management.
- Raising Jira tickets and tracking them through to resolution
- Becoming an expert in the product and related systems
- Documentation of processes and instructions for internal and external use
- Taking ownership for own training & development
- Using support tools to a basic level
Knowledge & Expertise
- Confident, caring and professional phone manner
- Excellent grammar and written English
- Tech savvy – able to pick up new tools quickly
- Excellent documentation skills
Communication skills
- Written: Excellent written English (style, grammar, spelling)
- Phone: Well spoken and clear. Professional, helpful, friendly phone manner.
- Able to handle difficult conversations with customers
- Excellent listening skills using empathy and understanding
- Ability to explain things clearly
Planning & Organising
- Multi-tasking – keeping track of several cases at once
- Excellent administration skills
- High level of attention to detail and a good memory
Problem Solving & Analysis
- A thorough and detailed approach to investigating and resolving issues.
- Ability to ask the right questions in order to understand the problem
- Methodical in investigating and resolving the problem
Attitude
- Always putting the customer first and going the extra mile to resolve their issue
- A positive approach – presenting solutions, not problems
- Patience
- Being flexible and adapting to change
- Staying calm and organised under pressure
Job Type: Full-time
Salary: £23,000.00 per year
