Customer Service Advisor (Edtech)

TL;DR

Customer Service Advisor (SaaS/Edtech): Providing first-line support for SAMpeople software used by schools and trusts with an accent on technical troubleshooting and empathetic customer communication. Focus on resolving tickets and phone inquiries, investigating root causes of software issues, and improving support workflows.

Location: Hybrid working in Wakefield, UK

Salary: £24,500 - £27,500

Company

Education people specialists providing cloud-based HR software for schools and Multi-Academy Trusts.

What you will do

• Provide first-line support for SAMpeople SaaS products via telephone and ticket systems.
• Investigate and troubleshoot software queries to determine root causes.
• Escalate complex issues to second or third-line support when necessary.
• Maintain accurate data tracking of customer touchpoints and outcomes.
• Collaborate with internal departments to resolve customer issues.
• Suggest and implement process improvements for support workflows.

Requirements

• Proven experience in customer service or business support, preferably in a SaaS or tech environment.
• Excellent verbal and written communication skills.
• Strong logical thinking and problem-solving abilities under pressure.
• Proficiency with ticketing systems and general administrative software.
• Must be based in or able to commute to Wakefield for hybrid work.

Culture & Benefits

• Flexible working options, including part-time or term-time hours.
• 25 days annual leave plus 8 bank holidays and a day off for your birthday.
• BUPA Healthcare Cashback plan after probation.
• Company pension scheme.
• Professional development and funding for external qualifications.