Education Support Officer - Guildford, United Kingdom - Doublestruck Ltd

Doublestruck Ltd

Verified Company

Guildford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Education Support Officer - term time only

Introduction
Doublestruck has been producing assessment software (Exampro and Testbase) for teachers for over

20 years. It is used across primary and secondary schools in England and other English-speaking schools. The software was designed by teachers for teachers and educational need drives development and communication.

Our support team has a good understanding of schools and provides empathetic help to teachers both in response to requests for help and by ensuring communications are clear and effective.

Purpose of role:

The main purpose of this role is to provide effective and knowledgeable support to users of Testbase,

Education Support Officer will also review and propose improvements to communication materials such as promotional materials, FAQs, help pages, tutorials, and websites.

Reporting to:
School Liaison Manager

Location:
Guildford, with occasional days in the London office for orientation, training etc.

Working hours:

This a term time only role (39 weeks/year), with 40 working hours per week with a paid hour for lunch each day.

Regular hybrid working available (typically 2 office and 3 home days per week).
Flexibility exists around working hours, with 8 hour shifts falling between 08.00

(earliest start) and latest finish) to be agreed with the School Liaison Manager

Holidays will be not permitted during term time, with holiday pay included in the prorated salary paid over 12 months.

Salary £27,500 as FTE, so £22,635 pro rata

Notice period:1 month

Key responsibilities:

Teacher support - responsive

Directed by the Support Team Leader, answer phone and electronic communications and provide help regarding all aspects of Doublestruck's services and troubleshooting as required
Work with our support helpdesk system to ensure all queries are logged accurately and resolved in a timely fashion.
Consolidate issues and queries to share information with appropriate colleagues so that, collectively, effective solutions can be found.
Report particular issues that need to be addressed by production and technical team using internal ticketing system or more immediate communication to ensure appropriate resolution of problems that cannot be handled by first line support.
Processing orders received by phone or electronically.
Maintain accurate and uptodate customer records, ensuring that data is entered into our database system in a timely and accurate manner

Teacher support - proactive
With awareness of the school environment, teacher needs and time constraints:

Communicate effectively and engagingly with teachers at all times.
Help teachers get the most from Doublestruck products and services. o Review all support and guidance communications about the products to ensure highest possible standards. o Engage with current teacher guidance, FAQs and other support information. o Create new help documentation/update help portals as necessary.
Participate in product development discussions so that common queries and requests from teachers are addressed.
Work with the marketing colleagues to identify opportunities to upsell and promote additional services to existing customers
Help to continuously improve customer support processes and procedures to enhance the customer experience
Other duties as agreed.

Competencies /Skills/Experience

What Detail Required/Desired
Planning and -Ability to organise own work to deliver to project R organising timelines