We are seeking a Partner Support Technician (hybrid) to join our growing team at VenturEd Solutions UK!
Provide technical support to improve the experience of customers and/or end-users of their assigned product.
Job Description
DUTIES & RESPONSIBILITIES:
1. Provide timely responses to customer service inquiries via product ticket system, email, and telephone calls.
2. Work with customers to identify and replicate errors and defects through various communication means to ensure resolution, aiming to resolve on first contact and managing expectations when not possible.
3. Investigate, troubleshoot, diagnose, and solve environmental/network issues. Guide customers through a series of steps or tasks.
4. Install/re-install software, liaise with third parties, connect remotely, complete data input, and management tasks.
5. Accurately record detailed accounts of communications with customers, documenting the issue reported, the work completed, and resolution used.
6. Collaborate with team members to provide resolutions to customer inquiries – escalate issues where resolution cannot be reached.
7. Regularly provide customer feedback to support management to ensure they keep a pulse on customer needs and attitudes for decision-making purposes.
8. Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
9. Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores.
10. Manage customer complaints – calmly resolve their issue, focusing on customer retention, then escalate and provide feedback to management as required.
11. Bridge the gap between customers and our technical team by having a deep technical understanding of how the product works and being able to communicate this in an easy-to-understand way.
12. Help maintain knowledge base articles and customer self-help guides to ensure customer success in using the software.
13. Maintain customer data within our CRM – contact details, account records, and customer interactions.
14. Adhere to strict policies to safeguard the privacy of all data in compliance with GDPR.
15. Work to achieve and surpass objectives set in KPIs. Contribute to a collaborative and collegiate culture that puts the customer front and centre.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Experience:
1. GCSE qualifications or equivalent, including English and Mathematics
2. 1-2 years of customer service experience preferred
Computer/Technical:
1. Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
2. Demonstrate ability to learn and understand office software applications
3. Comfortable with technology
Other Skills:
1. Strong organizational skills
2. Excellent verbal and written communication skills
3. Ability to prioritize work and handle multiple tasks
4. Attention to detail
5. Ability to learn new technologies
About VenturEd Solutions UK
VenturEd Solutions UK comprises market-leading education technology companies trusted by over 18,000 school establishments. Our family of products provides customers with tangible benefits by reducing costs, offering your staff more time to focus on their priorities, and working alongside your leadership teams to achieve your strategic priorities.
Our suite includes communications, payments, analytics, data integration solutions, and school website design.
Why work here?
* Full personal membership to our private healthcare, AXA PPP
* 25 days of holiday, plus the bank holidays
* Generous paid sick leave
* Enhanced paid parental leave
* Membership to our Death in Service Insurance scheme which provides 4x your salary to your loved ones
* Generous salary sacrifice pension scheme
VenturEd Solutions is an equal opportunity employer, committed to being a successful, caring, and welcoming place for all employees. We want to create a supportive and inclusive environment where our employees can reach their full potential, without prejudice and discrimination.
Additional factors
All persons hired will be required to:
* Verify their identity
* Provide proof of the right to live and work in the UK
* Complete and satisfy any pre-employment checks
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service and Information Technology
Industries
Software Development
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