Graduate Support Analyst

Our client is an award-winning world leading software house working across the eduction sector.

This company believe that too many children struggle with their learning due to their literacy difficulties. They have created their products to overcome those difficulties, and they are made them accessible for all. With the right tools, every child can achieve their potential.

They use their profits to develop new products that exploit the latest technologies to benefit all learners. Many of their staff are qualified and experienced teachers, including the majority of their content developers, education sales consultants and trainers.

Universalesign for Learning is fundamental to everything the company does. As they develop their software, they think carefully about learners of all abilities, and they strongly believe in the principles of personalised learning.

They stay close to the classroom by working with educators at a variety of levels, and their products adhere to the latest educational thinking and government guidelines. Their Learning Grids team, create free online resources to help teachers use our software across all curriculum areas.

They have won numerous education awards over the years, including 11 Bett Awards, known as the 'Oscars' of the UK educational software industry, the English-Speaking Union President’s Award, and a Millennium Product Award.

They are a member of the British Educational Suppliers Association, and a sponsor of NAACE, the professional association for advancing education through ICT. The company have also been honoured with the Outstanding Achievement Award at the annual BESA Education Resource Awards.

Overview:

Joining the company is the perfect path for any graduate fascinated by technology and what keeps our world turning and developing. Your choice of degree may have recognised this, or perhaps you are coming from another background, the sort that’s more instinctual but your common goal is to have a career within the world of technology. In any case, this opportunity will give you real-world introduction to the industry, and a chance to gain valuable knowledge and skills.

This opportunity focuses on providing hands-on training in your area of specialism, supported by industry professionals with years and years of experience to share, giving you plenty of time to learn on the job, apply your knowledge and showcase your talent.

Why join this firm?

Now you have completed your studies there are many choices out there, it is vital you look at all aspects of a business and this is where our client impresses. With massive growth year on year, the valuable work they do in the education sector and how they value their team, you can understand why this firm is first choice for many graduates.

Unlike with so many larger firms, you are not just a number, your voice counts and you will have the chance to work on some amazing projects, with management steering you and wanting you to be the very best.

You will be reporting directly to the Technical Services Manager.

Job Title: Graduate Support Analyst

Purpose:

To ensure customers receive an excellent support service where queries are promptly resolved to meet/exceed customer expectations across all device options.

Key responsibilities:

• Ensure all queries are logged, tracked, and reviewed on completion to record timely and satisfactory resolution and identify trends for further product or support refinement.
• Ensure a consistent and proactive support offering through all channels is maintained delivering excellent levels of customer service that underpin the retention of and growth in loyal clients.
• Undertake problem investigation and testing for reported errors or faults to ensure prompt resolution of customer queries
• Provide support via phone, email, online meetings, and webchat.
• Undertake day-to-day internal IT support, ensuring all are logged and time recorded.
• Plan and produce support-related blog posts in line with the published schedule.
• Undertake project work as delegated.

Following on from this role you will have opportunitites to diversify into other areas of the business.

Skills, Knowledge, and Competencies

• Degree educated
• A genuine interest in technology and how things work
• Excellent communication skills (oral/written)
• Planning and implementation
• Initiative
• Team working
• Problem solving
• Positive can-do attitude

HOURS OF WORK: Monday - Friday 9.00 - 17.00 1 hour lunch (35 hour week)

SALARY: Circa £24,000

HOLIDAY: 39 days holiday per annum

Made up of: 28 days holiday plus 8 bank holidays plus 3 personal days

BENEFITS: Pension Scheme with matched contributions up to 3% after probationary period. Full training will be provided on our bespoke software products and company procedures.

Interview Process:

Two stage process:

The first interview will be a Microsoft Teams video call.

If the candidate does not have a webcam on their PC, they can use a smart phone or tablet. The first interview will be question based, focusing on soft skills.

The second interview will be face to face at our office. The second interview will be technical questions with some IT and literacy tests.