Support agent - united kingdom, leicester, leicestershire

overview:

we are seeking a support agent (hybrid) to join our growing team!

position overview

community brands - connecting the education community

community brands uk provides a connected solutions for school payments, communications, data, and analytics. globally, our family of brands are bound by a common purpose to serve the organisations that make our communities a better place to live. with over 1,600 employees in the us, canada, uk, australia, india, and the philippines, we know that our success is driven entirely by the people of community brands. through professional opportunity, we strive to give each person a clear path to success and personal growth. we embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

we are seeking a support agent to join our growing team!

responsibilities & qualifications:

position summary

a support agent within community brands uk will be supporting our customers with both their day to day product support and updates or changes to their setup. a good knowledge of educational organisations, how they record, store and use data as well as a clear understanding of gdpr compliance is required, alongside an ability to quickly acquire in-depth technical understanding of the platforms and products in order to provide an excellent customer experience.

a day in the life

provide customer support by answering phone calls and emails from customers, within the time frame set out internally.

aiming to resolve any issues on first contact where possible and managing customer expectations when this isn't possible.

accurately recording a detailed account of all communications and documenting issue reported, the work completed, and resolution used.

investigating any customer concerns and escalating to the relevant department when required. investigating, troubleshooting, diagnosing and solving environmental/network issues.

talking customers through a series of actions to help resolve issues and where necessary aiding them remotely. install relevant extraction software and assist customers in resolving any resulting environmental issues, including liaising with third parties where applicable.

assist with re-installation of software if required during the customer's tenancy with us.

completing data input tasks and data management tasks. maintaining customer self-help guides in-keeping with product developments and distributing to customers as required

demonstrate domain knowledge with a good understanding of how customers use our products to interpret data, the source and integrity, as well as the terminology and concepts of educational data in school settings.

manage customer complaints, calmly resolve issues while focusing on customer retention. escalating or feeding back where needed.

be responsible for data management by keeping customer data updated accurately within our crm, namely contact details for the main stakeholders who are responsible for the product.

have knowledge of the products to facilitate conversations with customers about feature requests and product queries whilst managing expectations.

maintain an understanding of all parts on the products, staying abreast of all product developments.

show technical understanding using your ability to bridge the gap between customers and internal technical team.

understanding how the product works on a technical level and being able to explain this in an easy to understand way.

achieve targets and kpis set by your line manager.

manage your workload to service incoming queries and appropriately prioritise tasks independently.

work collaboratively with peers within the business to ensure efficient results for customers.

adhere to compliance to strict policies to safeguard the privacy of all data and to comply with gdpr.

champion a caring, collaborative and collegiate culture that puts the customer front and centre.

we are looking for someone who brings...

customer service experience

complaint handling skills

competency with crm tools

technical and analytical skills

organisational skills

interpersonal and communication skills

aptitude for technical problem-solving

patience, meticulous and methodical nature with attention to detail

a logical mind

resilience under pressure

enthusiasm for continual learning.

it would also be pretty great if you have...

experience of working in education technology

understanding of educational data

salesforce experience

exposure to other data analytical tools and dashboards such as powerbi

basic sql use, database administration

software development skills at any level

total rewards:

about us

community brands - leveling the playing field between for-profits and purpose-driven organizations

community brands provides a connected network of solutions that enable mission-driven organizations to thrive. our software powers non-profits, associations, and k-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. with over 1,600 employees in the us, canada, uk, australia, india, and the philippines, we know that our success is driven entirely by the people of community brands. through professional opportunity, we strive to give each person a clear path to success and personal growth. we embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

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

community brands are 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.

the policy aims to achieve equality by removing any potential discrimination in the way that our employees are treated by fellow employees or community brands, including:

people with disabilities

people of different sexual orientations

transgendered and transsexual people

people of different races

people on the grounds of their sex

those of faith and of no faith

in relation to their age

in relation to their social class or medical condition

people who work part-time

those who are married or in a civil partnership

women who are pregnant, have recently given birth or are breastfeeding.

discrimination can be either direct or indirect discrimination. some of the above are protected characteristics under the equality act 2010 and discrimination is prohibited, unless there is a legal exception under the equality act.

all persons hired will be required to:

verify their identity,

verify they are eligible to work, without sponsorship, in the country they are to be employed in, and

complete any required employment eligibility verification form upon hire.

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