Web: www.educake.co.uk. Registered company address: 115 Ma
Role: Customer Support Educake is an award-winning and rapidly growing educational technology business providing online teaching and learning resources to hundreds of thousands of teachers and students around the world. It is based in Oxford, UK. We’re looking for a support person to help our users get the most out of our online homework and revision software, using many different channels of communication including: email, phone, chat, forums and social media such as Twitter. You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers, and can dive deep into a new product to learn it inside and out. Location: Oxford, UK Salary: £18,500 Hours: 8-4 weekdays Holiday: 13 weeks, to be taken in school holidays only Benefits: Company share options, pension contributions
You will help teachers and students get the most out of our software: • • • • • • • • •
Maintain and improve on our brilliant customer support - helpful and friendly advice available instantly Answering all questions very quickly and escalate when necessary Educating and empowering them to become better users of our software Make every interaction a positive one - they always get unexpectedly useful, quick and friendly help Proactively look for solutions to problems and propose improvements if something could work better Proactively provide feedback to internal teams that helps to improve Educake and create a better customer experience Producing invoices for subscriptions Keeping our online help articles up to date to match new features Sending welcome packs of information to new users
Tel: 01865 241465 Email:
[email protected] Web: www.educake.co.uk Registered company address: 115 Magdalen Road, Oxford, OX4 1RQ Company Number: 07839821 VAT Number: 126088417
You will be someone who: • • • • • • • •
Can empathize with customers in a genuine way that lets them know you care about their issues Loves talking to people on the phone and building relationships with your customers Is a team player that can follow and lead as situations dictate Can make decisions and solve problems Has an ability to explain complex issues in beautifully simple terms Is curious and has a natural ability to "zoom out" of a problem, in order to ask the right questions. Can plan, organize, and prioritize work Gets the internet and things like Twitter, Facebook, Instagram, Reddit and GIFs
You will have: • • • • • •
Excellent spoken and written English Solid experience of Microsoft Excel and Word Fast typing technique Lots of computer experience Good A-level results or equivalent And, ideally, experience of working in education
Note: an enhanced DBS check is required for successful applicants
Please apply with CV and covering letter to
[email protected]. The closing date for applications is 13th November 2017.
Tel: 01865 241465 Email:
[email protected] Web: www.educake.co.uk Registered company address: 115 Magdalen Road, Oxford, OX4 1RQ Company Number: 07839821 VAT Number: 126088417
