Customer Support Specialist

Customer Support Specialist required now for a well-established and growing EdTech (SaaS) business.Company insight:Multi-award winning educational technology platform.Regarded as a market-leader in their category.We've helped the business expand their Customer Support, Tech Support & Customer Success teams for over 2 years.Apply if you are:Experienced in supporting complex bespoke software.Passionate about providing world-class customer support.Exciting by the prospect of working for a scale-up software company.Happy to travel into North London 3x per week for initial training (Reducing post-training).If you have the following it's beneficial:Previously experience with SQL.Experience with Zendesk.The role of Customer Support Specialist:You’ll form part of the front-line Customer Support team where you’ll deliver both 1st and 2nd line assistance for a vast-array of technical issues. Due to the relative complexity of this bespoke educational software, you’ll need to use your natural and proactive problem solving skills to resolve customer challenges.Key responsibilities:Resolve external customer tickets at 1st & 2nd Line.Work to clear SLA’s to ensure world-class customer service is provided consistently.Escalate customer issues to the technical/ 3rd line team where required.Document issues and customer feedback in clear detail.Identify and report the root causes of incidents and recommend actions to avoid any re-occurrence happening.Confidently manage external customers expectations regarding timelines for resolution.Prioritise workload and tickets effectively.The package:A salary of up to £35,000.A hybrid and mature working model - Awesome location too!25 days holiday + BH.£1200 development budget provided annually to upskill.