Customer Service & User Support Associate

Location: Sheffield or Talbot Green

Working Pattern: Hybrid, includes 3 days each week in the office

Contract Type: Full time, permanent

Salary: £26,091

Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.

Support customers to realise value from their products through delivering a high-quality, consistent, multi-product service.

This role underpins customer value realisation and operational delivery, resolving the majority of customer in-life interactions end-to-end while driving a continuous improvement approach to enhance the overall customer experience.

• Deliver reliable, high quality service across multiple products, resolving most customer queries from start to finish.
• Accountable for the customer in-life service, minimising hand-offs and escalating to product specialist support where required.
• Capture customer feedback and issues to support insight, customer success, improve retention and customer value.
• Contribute to the Service Chapter, strengthening standards, capability and ways of working across global support teams.

Successful people in this role will demonstrate:

• Resolves multi-channel customer inquiries efficiently, utilising internal diagnostic tools to identify user errors or platform bugs.
• Ensures every ticket is tagged with accurate data to enable product and engineering teams to resolve escalated bugs or add to product backlogs.

• While resolving active tickets, performs a "Quick-Scan" of the account's health, identifying under-utilised features or outdated configurations.
• Proactively provides the user with "Proactive Tips" or a link to a Best Practice guide to prevent future support needs and maximise product value.

• Translates technical solutions into clear, user-friendly and actionable instructions for end users.
• Maintains high CSAT scores by managing expectations and providing "Next Steps" that empower users to solve similar issues independently in the future.

• Identifies recurring documentation and knowledge base gaps where users are consistently confused despite the product working correctly.
• Proactively creates or updates Knowledge Base articles and submits them for approval to enable self-service and reduce avoidable Tier 1 support volumes.

• Recognises churn signals, such as a drop in user activity or frequent complaints about core features, and flags them to the Customer Success team.
• Can identify when a user is asking for a feature available in a higher-tier plan or another product within the ecosystem and routes the lead to Sales or Customer Success teams.

You're committed to building a trusting and open culture. You welcome feedback from everyone with an open and willing mindset. You nurture the development of others, supporting testing and learning from mistakes positively.

You naturally collaborate and ensure that inclusivity allows us to take full advantage of cognitive diversity. You're naturally empathetic with others and are able to create development and growth with honesty, supporting those in and outside of your team.

You battle complacency in all its forms and take ownership to move things forward. You can be agile and progress in small steps, but you don't leave it to others to correct your mistakes or pick up after you.

You are agile, with a mentality of "how can we" rather than "why can't we". It isn't about breaking rules, but about being tenacious and innovative. You look to create greatness, even if achieved slowly through many incremental improvements.

You are passionate about creating an environment where everyone around you can be motivated, enthused and empowered to do their best work. With everyone motivated to do their best, teachers, students and parents all gain the ultimate value and support.

Success in this role will be measured through:

• Consistent delivery of high quality, timely first-contact resolution across all supported products.
• Reduced hand-offs and faster end-to-end issue resolution through effective ownership and triage.
• Positive customer feedback and a…