A fantastic opportunity to join a leading company in the Education Technology sector, ideally suited to an experienced MIS user/ data manager or someone with experience of supporting Edtech products. The position focuses on customer support for school MIS and finance systems, with progression over time to more proactive, expert support. There are clear routes for career progression and development, and software support agents have progressed into training/consultation, software implementation / technical project management and management positions within the company.

We offer flexible working arrangements, with half of our team already working from home full time. We provide comprehensive and ongoing training to all staff joining us.

Responsible to: This role reports to the Helpdesk Manager.

Responsibilities

• Manage a variety of requests from customers — these range from queries to more complex incidents, reported via telephone calls, online chat, emails or online forms.
• Maintain a high degree of product expertise as the product evolves.
• Use product expertise to investigate technical issues and escalate to higher support tiers if needed.
• Remain the owner of each issue or request raised, maintaining clear lines of communication with the customer to ensure they are kept up to date.
• Provide exceptional customer service to customers, ensuring they feel supported and get the most from the product.

Job Requirements

Skills and Experience Requirements

• Strong organisation skills
• Good diagnostic / problem solving skills
• Excellent communication skills both written and verbal
• Professional working attitude
• Good time management and priority handling
• Ability to work in a customer-facing environment

Experience in the following would be highly advantageous

• Previous experience in a Support Role
• Previous experience working with MIS systems

Bromcom is an equal opportunities employer

We are an equal opportunities employer and welcome applicants from all backgrounds.