Customer Support Technician; 1st Line Support

Introduction

As a Customer Support Technician youll be a first point of contact for schools multi-academy trusts and local authorities across the UK. Youll guide users through technical issues answer product questions and help them get the greatest possible value from Angel Solutions software.

Youll receive comprehensive training across our products and gradually build the knowledge needed to provide clear accurate and empathetic support to a wide range of users. Youll join a friendly highly responsive team that takes pride in resolving queries quickly taking ownership of customer issues and delivering a level of service our customers genuinely value.

Alongside resolving day-to-day queries youll work closely with our Development Data and Testing teams to investigate more complex issues and ensure customers receive both an accurate answer and a positive experience.

Youll also learn to recognise appropriate commercial opportunities during support conversations. This may include helping users of our free tools understand the additional value offered by our premium products and passing suitable opportunities to our New Business or Renewals teams. The focus will always be on understanding the customers needs and recommending genuinely relevant solutions.

Job Requirements

Essential experience

• Minimum one year of experience in a first-line support role with a strong understanding of IT fundamentals.
• Excellent verbal and written communication skills in English with an emphasis on empathy and patience.
• Proven ability to think critically and solve problems efficiently.
• Passion for delivering outstanding customer experiences that drive repeat business.
• Strong time management skills and the ability to prioritise tasks effectively.
• Experience using a range of workplace systems such as Zendesk or an equivalent ticketing platform telephone software such as Dialpad or Cisco communication and remote-meeting tools such as Slack Teams or Zoom and task or project management systems such as Trello or Jira.

Desirable

• Demonstrated experience in effectively utilising Zendesk or a similar customer support platform.
• Previous involvement in supporting Educational Technology (EdTech) solutions.
• Enthusiasm for working with data and extracting valuable insights to inform decision-making.
• Experience in lead generation and identifying new business opportunities.
• Relevant IT-related qualifications certifications or coursework would be advantageous. Examples may include CompTIA A ITIL Foundation or equivalent training.
• Familiarity with programming languages or basic scripting knowledge (e.g. HTML/CSS) would be beneficial.

Personal qualities

• Excellent communicator: You communicate clearly confidently and professionally both in writing and over the phone.
• Empathetic and solution-focused: You enjoy helping people remain patient when users are experiencing difficulties and take pride in finding solutions.
• Technically confident: You are comfortable using web-based applications enjoy investigating problems and can learn new systems quickly.
• Organised and dependable: You can manage competing priorities maintain accurate records and follow tasks through to completion.
• Detail-oriented: You understand that small details matter when diagnosing issues and communicating instructions.
• Collaborative: You enjoy working as part of a team and are comfortable asking questions sharing knowledge and working with colleagues across different departments.
• Commercially aware: You can recognise when an additional product or feature may genuinely benefit a customer and communicate that value naturally.
• Interested in education: You are enthusiastic about contributing to products and services that support schools trusts and local authorities.

Education & Qualifications

We are looking for candidates who are passionate about IT and customer service. While a degree is not required a strong academic background and evidence of ongoing learning are essential. Relevant certifications or coursework in IT support are highly valued and proficiency in English both written and verbal is a must.

Your Key Responsibilities

• Act as a first point of contact for customer queries from schools multi-academy trusts and local authorities.
• Provide support through Zendesk Dialpad email and other internal communication channels.
• Deliver a friendly efficient and personable customer experience taking ownership of queries through to resolution.
• Develop strong knowledge of Angel Solutions products and use this knowledge to provide accurate practical and tailored support.
• Investigate diagnose and triage technical issues recognising when further input or escalation is required.
• Work collaboratively with the Testing Data and Development teams to resolve more complex customer issues.
• Record and manage support activity accurately using systems including Zendesk JIRA Confluence and Outlook.
• Log and escalate software bugs feature requests and customer feedback ensuring relevant teams have clear and useful information.
• Recognise suitable lead…