Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #904
19 November 2024
Title: Customer Support Advisor
Department: Schoolcloud - Operations
Location: Sheffield (Hybrid, 3 days a week in office, 2 days from home)
Full time, permanent
Tes is an international provider of software-enabled services 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:
As a Customer Support Advisor, you will provide exceptional customer support via email, phone, and webchat, ensuring customer needs are met and their feedback is shared within the business. Your role will focus on delivering solutions promptly and professionally, supporting technical inquiries, and building strong relationships with customers while meeting Service Level Agreements (SLAs).
Key Responsibilities:
* Manage, resolve, and log customer queries across various channels.
* Collaborate with internal and external partners to ensure smooth issue resolution.
* Provide technical support and assistance throughout customers' contract lifetimes.
* Optimize customer satisfaction and maintain high-quality standards.
* Ensure all SLAs are met, including during peak times, with overtime provided as time in lieu.
* Communicate effectively and listen to customers’ specific needs to offer tailored advice.
* Stay informed about Tes brands to enhance customer experience and engagement.
* Follow escalation procedures for unresolved technical or product issues.
What will you need to succeed?
* Proven experience in customer communication and complaint management.
* Attention to detail and strong comprehension skills.
* Collaborative approach with the ability to build internal and external relationships.
* Initiative, adaptability, and proactive problem-solving skills in a fast-paced environment.
* IT literacy and experience with Salesforce/CRM systems.
* Positive attitude and flexibility to meet customer and business needs.
What do you get in return?
* 25 days of annual leave, rising to 30 days.
* State-of-the-art city centre offices.
* Access to benefits via My Benefits World.
* Discounted city centre parking.
* Free eye care cover.
* Life Assurance.
* Cycle to Work Scheme.
* Employee Assistance Programme (EAP).
* Monthly Tes Socials.
* Extensive Learning and Development opportunities.
Who are Tes?
Tes has supported the education sector for over a century, evolving alongside the changing needs of schools and teachers. Today, Tes is focused on providing innovative digital solutions that support school leaders and teachers with wellbeing, safeguarding, SEND provision, timetabling, and behaviour management. Tes connects over 13 million teachers worldwide and collaborates with 25,000 schools in over 100 countries.
Join our people-centric culture where everyone is driven by the shared goal of enabling great teaching worldwide. We are an agile organization, committed to continuous improvement and investing in our people through career development programs and mentoring opportunities.
Tes Global ensures all qualified applicants receive consideration for employment without discrimination. Contact us to discuss any support required during the application process.
* Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
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