Technical Support Advisor - Sheffield, United Kingdom - Tes Global

Tes Global

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Sheffield (Hybrid, 3+ days in the office)
37.5 hours per week

Salary:
£21,450

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:

Processing queries for our customer base.

Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.

Key to this role is ensuring we meet agreed SLA's.
This role will be varied and cover a range of tasks.

Key Responsibilities:

Effectively handle, manage, resolve and log customer contacts received through a range of customer support channels in a timely and professional manner with a drive for first contact resolution.
Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
Take ownership, managing, investigating, resolving and logging customer contacts and enquiries
Meet all SLAs and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
Provide technical support and assistance to customers throughout their contract lifetime.
Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
Work effectively as a team and also autonomously
Support customers with help requests, technical issues, complaints, suggestions and praise received through a range of customer support channels
Be able to communicate effectively and listen to a customer's specific situation and needs
Have strong, up to date product knowledge across the Tes brands in order to advise and add value to customers experience and encourage engagement
Follow escalation procedures for technical and product development issues, liaising with internal and external partners
Assist other areas of the Operations department when necessary due to demand

What will you need to succeed?

Management of customer complaints.
Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
Collaborative approach and the ability to build internal relationships both within the team and the wider business
Ability to take initiative, be selfmotivating, act proactively
Working within a multi skilled environment
Have a very positive work attitude including flexibility and willingness to work
Initiative and ability to make informed decisions within the remit of their role

What do you get in return?

25 days annual leave rising to 30
5% pension after probation
State of the art city centre offices
Access to a range of benefits via My Benefits World
Discounted city centre parking
Free eye care cover
Life Assurance
Cycle to Work Scheme
EAP (Employee assistance programme)
Monthly Tes Socials
Access to an extensive Learning and Development menu

Who are Tes?
Tes has been supporting the education sector for over a century, growing and changing alongside the evolution of education.

Today, Tes is focused on providing digital solutions to support school leaders and teachers with wellbeing, continuous professional development, safeguarding, SEND provision, flexibility through timetabling, and pupil behaviour management.

Our Vision is to power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.

Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries.

Tes helps schools find the teachers they need via a range of recruitment solutions; brings new teachers into the profession through initial teacher training; provides teachers with continuous professional development and world class safeguarding training.

It also offers a range of expert tools for the classroom from timetabling, SEND provision, and behaviour management solutions to dynamic staff surveying and wellbeing tools.

Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine.

Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai.

We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organization striving for continuous improvement.

We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes.

Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual ori