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Software Support Agent

Remote: 
Full Remote
Work from: 
United Kingdom

Offer summary

Qualifications:

Experience as an MIS user or data manager., Knowledge of Edtech products preferred., Strong customer service skills., Proficiency in managing technical support inquiries..

Key responsabilities:

  • Manage a variety of customer requests.
  • Investigate and escalate technical issues as needed.
Bromcom logo
Bromcom SME https://www.bromcom.com/
51 - 200 Employees
About Bromcom
Trusted by over 1.5 million users, Bromcom have been connecting the dots between data, people, and outcomes for the last 35 years. Our award-winning IT solutions have been developed and refined to give everyone in the education community the ability to harness the power of data. Whether you’re the CEO of a 50-school trust or a Learning Support Assistant, we equip you with all the information you need to maximise your output, and that of your student population. Secure cloud-based functionality provides you total access to the entire Bromcom system, wherever you are. Check out our tailored dashboards, classroom registers and office productivity tools in-house or in your own house. At Bromcom, we never stop innovating. It is our strong belief that our product is better with customer input. Ultimately, our pioneering solution would not be where it is without the insight of industry leaders and education professionals. We love what we do and will continue to create bespoke products which can be utilised by Schools, Multi-Academy Trusts and Local Authorities, nationwide.
See more Bromcom offers

Job description

A fantastic opportunity to join a leading company in the Education Technology sector, ideally suited to an experienced MIS user/ data manager or someone with experience of supporting Edtech products.

The position will focus on customer support for school MIS and finance systems, and over time, progressing to more proactive, 'expert' support.  There are clear routes for career progression and development - our software support agents have gone on to work in training/consultation, software implementation / technical project management and management positions within the company. 

We offer flexible working arrangements, with half of our team already working from home full time. We provide comprehensive and ongoing training to all staff joining us. 


Responsible to

This role reports to the Helpdesk Manager.

Duties/areas of responsibility

The position will involve the following areas of responsibility:

    • Manage a variety of requests from customers - these range from queries to more complex incidents, reported via telephone calls, online chat, emails or online
    • Maintain a high degree of product expertise as the product evolves 
    • Use your product expertise to investigate technical issues and escalate to higher support tiers if needed
    • Remain the "owner" of each issue or request raised, maintaining strong lines of communication with the customer to ensure they're kept up to date
    • Generally provide exceptional customer service to your customers, ensuring that they feel happy and satisfied and get the most from the product.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical AuditProduct KnowledgeCustomer SupportEscalation Management

Other Skills

  • Communication
  • Time Management
  • Teamwork
  • Problem Solving
Are you interested?

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