Overview
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.
We are looking for a Support Specialist in our SEQTA team will be the first point of contact for our customers to ensure our clients can get back to focusing on their work and priorities as quickly as possible through providing a timely, seamless and solutions driven experience to our clients.
What You'll Do
* Answer incoming calls, gather information, and record the information in Salesforce
* Provide superior customer service with an ability to pivot and problem solve on the call as required
* Provide intermediate level of technical support and assistance to our clients and Premium Support clients
* Educate and provide recommendations to clients to improve client usability, performance, and customer satisfaction
* Provide technical support and assistance in their specialised area of expertise to our clients and ensuring tickets are captured and resolved or escalated as appropriate
* Commit to ongoing learning to develop and maintain expert knowledge, from functional and technical perspective, of current system and new processes/features
* Provide process improvement ideas and suggestions that help improve the overall support processes that are pertinent to providing greater value in our service to our clients
* Correctly trigger incoming tickets to the relevant level and department for resolution
* Perform job role and responsibilities to its fullest potential, ensuring continuous improvement and contribution to positive Net Promoter Score (NPS)
* Ensure strong focus is placed on responsiveness and always interacting with clients with the highest levels of respect
* Educate and provide recommendations to clients to improve client usability, performance, and customer satisfaction
What You'll Bring
* Previous experience in technical support environment
* Experience working in/or with schools
* Experience with School Management Systems or Learning Management Systems
* School timetabling software
* Teaching at a primary/secondary level
Skills
* Strong written and verbal communication skills
* Efficient time and priority management skills
Knowledge
* Familiarity with internal ticketing systems
* Keen eye for detail and accuracy when performing tasks
* Accounting/Payroll systems
* Accounting practices and concepts
* Working knowledge of Salesforce (Service Cloud)
* Passionate about providing excellent customer service at every interaction
* Solution driven with a strong sense of ownership and accountability
* Confident and strong communicator both on phone (verbal) and via email (written)
* Ability to work independently as well as within a team, engaging with teams both locally and remotely
* Ability to deal with challenging situations with confidence and empathy
Why Tes
Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.
Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal – it's a sustainable and rewarding reality. For more information about Tes, our products, and our team, visit: www.tes.com
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