UK – Partner Support Technician

Position Overview

We are seeking a Partner Support Technician (hybrid) to join our growing team at VenturEd Solutions UK!

Provide technical support to improve experience of customers and/or end-users of their assigned product.

Job Description

DUTIES & RESPONSIBILITIES:

o Provide timely responses to customer service inquiries via product ticket system, email and telephone calls.

o Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution, with the aim to resolve on first contact and managing expectations when not possible.

• Investigate, troubleshoot, diagnose, and solve environmental/network issues. • Guide customers through a series of steps or tasks.

• Install / re-install software, liase with third parties, connect remotely, complete data input and management tasks.

o Accurately record detailed accounts of communications with customers, documenting the issue reported, the work completed, and resolution used.

o Collaborate with team members to provide resolutions to customer inquiries – escalate issues where resolution cannot be reached.

o Regularly provide customer feedback to support management to ensure they keep a pulse on customer needs and attitudes for decision making purposes.

o 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. o Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores.

o Manage customer complaints – calmly resolve their issue, while focusing on customer retention, then escalate and feedback to management, as required.

o Bridge the gap between customers and our technical team by having a deep technical understanding how the product works and being able to communicate this in an easy-to-understand way.

o Help maintain knowledge base articles and customer self-help guides to ensure customer success in using the software.

o Maintain customer data within our CRM – contact details, account records and customer interactions.

o Adhere to strict policies to safeguard the privacy of all data in compliance with GDPR.

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:

o Experience:

• GCSE qualifications or equivalent, including English and Mathematics

• Bachelor’s Degree preferred

• 1-2 years of customer service experience preferred

o Computer/Technical:

• Basic knowledge of Office 365 – Microsoft Word, Excel, PowerPoint, Outlook

• Demonstrate ability to learn and understand office software applications

• Comfortable with technology

o Other Skills:

• Strong organizational skills

• Excellent verbal and written communication skills

• Telephone skills/etiquette; call screening

• Ability to prioritize work and handle multiple tasks

• Excellent time management skills

• Attention to detail

• Ability to learn new technologies

About VenturEd Solutions UK

VenturEd Solutions UK comprises of market-leading education technology companies trusted by over 18,000 school establishments. Our family of products provide 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. Home of Groupcall, Teachers2Parents, SchoolMoney, BehaviourWatch, SchoolPod, Parentapps, WisePay, Assembly, and Xporter.

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. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.

We therefore treat everyone on the basis of their talent and cultural capability, and nothing else.

VenturEd Solutions aims to achieve equality by removing any potential discrimination due to protected characteristics defined in the Equality Act 2010.

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

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UK - Partner Support Technician