We’re looking for someone to join our friendly help desk, assisting customers with technical support to use our assessment tracking software “Insight” (https://www.insighttracking.com).
Our ideal candidate has experience working with primary assessment data, is computer/software savvy and has excellent communication skills. You’ll need to be comfortable learning the ins-and-outs of our bespoke software package and the intricacies of primary school assessment policy, and have a genuine desire to help others.
Location: We offer hybrid working to suit you. Some of our team work entirely from home, some prefer to work at our offices a few days each week, or full time. Our offices are at Hayle, Cornwall.
Hours: Normal hours are: Monday to Friday, 9.00am – 4.30pm, with a 30 minute unpaid lunch. We offer Flexi-by-Request (people may vary their hours within certain parameters approved by the manager).
Salary: Starting salary of £28,933. Progression to Senior Help Desk Support Assistant at £33,746 (usually takes 12-18 months).
Holiday: 40 days/8 weeks a year (this is inclusive of public holidays should you choose to take them as holiday).
Start Date: TBC
Who are we?
Established in 2007, we help schools make sense of assessment data through purposeful software and dedicated expertise.
Our main focus is “Insight”, our assessment tracking web app for primary schools. More than 4000 schools nationally use this service to track the attainment and progress of their pupils, and we’re growing every year. Our customers love the system and send us great feedback!
We place a high value on delivering an excellent experience for our customers. To us this means working hard to create a product which is simple to use, genuinely helpful and well supported. We want customers to feel that we’re easy to reach and have their backs. We’re here to help them feel confident using Insight and to make sure they’re using it to its full potential. Our help desk team plays a critical role in ensuring that our customer support is always first-class.
What you’ll be doing:
You’ll be joining our friendly first-line technical support team on the help desk, whose primary day-to-day role is to assist customers to use our assessment tracking software via phone and email. As you train with us, you’ll become an expert user of Insight and gain a thorough understanding of assessment policy in primary schools.
Customer support comes in all shapes and sizes. Sometimes you’re quickly helping someone log in, other times you’re explaining how a particular report works, and sometimes you’re interpreting the customer’s needs and configuring the system to meet very bespoke requirements. You’ll be helping directly where you can, as well as liaising with our other teams when they’re better placed to help the customer (think sales and training, data processing and product development).
Who we’re looking for
We’re looking for someone who thrives on helping others succeed, and who works well in collaboration with others. You’ll combine excellent communication with being handy around computers and web apps.
You’ll need to be confident in your ability to apply your knowledge and experience to handle ambiguous information, making sensible judgement calls and figuring out what schools need. Good attention to detail and an investigative mind along with effective question skills are a benefit to this role.
You’ll need to be comfortable explaining things to people from different backgrounds – from understanding the needs of a technophobic customer to chatting through ideas for improvements with our developers.
You’ll be pro-active and self-motivated, with a willingness to drive your own learning, and you’ll be happy supporting colleagues and coordinating with team members in other roles and locations.
Ideally, you’ll have:
- Some experience working with primary assessment data;
- A high level of computer literacy/internet skills – you’ll need to be comfortable learning to use and configure our online web app;
- Excellent written and verbal communication skills;
- Empathy and a drive to help others solve problems;
- Conscientiousness and accuracy – attention to detail is a must;
- A logical approach to problem solving;
- Adaptability. Our system is ever-evolving to meet customer needs;
- The ability to work under your own initiative with minimal supervision;
- The ability to prioritise your workload and work to given timescales;
- Discretion is essential, as you’ll be working with confidential data.
Benefits
- Team bonus scheme to distribute 25% of profits;
- Workplace pension, with matched contributions up to 15%;
- Private Medical Insurance and Group Life Assurance;
- Company sick pay and other enhanced benefits;
- Access to our Employee Assistance Program;
- Flexible working;
- Sit/stand desk and ergonomic chair provided;
- Free eye checks;
- Access to Cycle to Work and Tech schemes;
- Budget for continuous personal development and access to 24,000+ online training courses;
- Option to join our annual company social in a central location;
- Free snacks and drinks at our offices.
We are a Living Wage Employer and a member of Ecologi and 1% For The Planet. We give 10% of profits to charitable causes each year with our team nominating charitable causes which are meaningful to them.
Please note that certain benefits are only available following the successful completion of a probationary period.
Other Requirements
The role is subject to the following conditions:
- The position is subject to satisfactory Right to Work and Basic DBS checks.
- The position is subject to two references satisfactory to the company.
How to apply
Please send your CV in PDF format, together with a cover letter explaining why you’re interested in the role, to [email protected]
You’ll be invited to an interview, in the first instance, which may be followed up with a second interview later. You’ll have the chance to talk with our Help Desk Manager, People Operations Manager and our Customer Operations Manager about the role.
Closing date: 22nd October 2024.
Privacy
Insight is a product provided by Equin Limited. Please refer to our Privacy Notice for details on the data we collect through our recruitment process
Equal Opportunities
We are committed to ensuring that there is no discrimination on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation at any stage of the recruitment process or in the terms and conditions offered to new employees, or promoted employees.
Please let us know if you require any adjustments at any stage of the recruitment process.