Job Description

Role Overview

SAAF Education is a key strategic partner to a vast array of schools and academies and, due to the continued demand for our services, we are expanding our team. We are looking for a talented team member to join the firm who can communicate effectively with our clients, work efficiently and on their own initiative.

Although we are looking for someone with the right qualifications, we are interested in hearing from passionate people with the right attitude and experience, alongside a flexible and solution-focused, proactive mindset. 1st Line Customer Support Analysts will support customers with the resolution of general queries, carry out initial investigations and, where necessary, escalate to the next level.

Analysts may need to work with other internal departments and 3rd parties/stakeholders to support a full fault resolution.

Key Responsibilities

Answer incoming cases from customers requiring support on our products Create and assign tickets in the Freshdesk CRM system for relevant teams, collating information to support investigation and resolution Take a first contact resolution approach, carrying out an initial investigation and resolving queries using available resources Escalate more complex queries to the 2nd Line Support team where appropriate Consistently achieve individual and team targets. Prioritise daily workload and take ownership for meeting customer SLA May support user acceptance testing Takes ownership for continually developing product knowledge and expertise
Qualifications and Experience

ATT Level 2 (Education/Accountancy specific) - Desirable A-Level or equivalent in relevant subject Level 3 IT related qualification - Desirable GCSE or equivalent in Maths and English at minimum Grade C Customer facing telephone experience, 1 year preferred Industry relevant experience (Education Finance and Accounting) Any software support experience would be advantageous
Person Specification

Strong interpersonal skills Proactive Remain calm under pressure and ability to handle challenging or sensitive issues Confident Self motivated Strong team player
Benefits

Between 26k-30k pa, depending on experience Flexible and hybrid working arrangements 24 days of annual leave plus bank holidays, rising to 30 based on length of service Electric Car Salary Sacrifice and charge scheme Professional development opportunities Qualification subscriptions paid Employee Assistance Programme - providing mental health & wellbeing support Discretionary bonus
Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Casual dress Company events Company pension Enhanced maternity leave Flexitime Free parking Health & wellbeing programme On-site parking Work from home
Work Location: Hybrid remote in Nottingham NG4 2HF