At a Glance
- Tasks: Provide top-notch customer support for school MIS systems and become a product expert.
- Company: Join a dynamic team focused on enhancing educational technology.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, innovative setting.
- Why this job: Make a real difference in education while honing your technical and customer service skills.
- Qualifications: Strong communication skills and a passion for helping others are essential.
The predicted salary is between 25000 - 35000 £ per year.
The position will focus on providing customer support for school MIS systems.
You will develop a high level of knowledge across our products and specialise as a Subject Matter Expert (SME) in one or more areas of the MIS platform.
Reporting Structure
You will report to your Helpdesk Team Leader, who will provide day-to-day supervision, task allocation, and operational support.
Your wider reporting line will be to the Helpdesk Manager, who is responsible for strategic direction, performance management, and ensuring alignment with departmental goals and service standards.
Duties & Areas of Responsibility
- Manage a variety of customer requests, ranging from general queries through to complex incidents.
- Maintain a high level of product knowledge and expertise as the product continues to evolve.
- Become a Subject Matter Expert (SME) for one or more products within the MIS platform.
- Provide feedback and support to Product Owners to help improve product functionality and customer experience.
- Investigate technical issues using your product expertise and elevate to higher support tiers where required, including the use of SQL where appropriate.
- Act as an escalation point for the first-line support team, assisting with product queries and supporting the all-day call function.
- Provide call overflow support during peak periods and lunchtimes.
- Take ownership of customer issues and requests, maintaining clear communication throughout the resolution process.
- Deliver exceptional customer service, ensuring customers feel supported and are able to maximise the value of the product.
Skills & Experience Requirements
- Strong organisational skills with the ability to manage multiple priorities.
- Good diagnostic and problem-solving skills.
- Excellent written and verbal communication skills.
- A professional and customer-focused approach.
- Strong time management skills and the ability to prioritise workload effectively.
- Experience working in a customer-facing environment.
• Experience in the following areas would be highly advantageous
- Previous experience in a technical support role.
- Previous experience working with MIS systems, preferably Bromcom.
- Experience within an educational technology environment.
- #J-18808-Ljbffr
Support Agent 2nd Line in Bromley employer: Bromcom Computers Plc
Bromcom Computers Plc is an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration in the EdTech sector. Employees benefit from comprehensive professional development opportunities, competitive remuneration, and a supportive environment that encourages growth and creativity. Located in Bromley, the company provides a unique chance to make a meaningful impact in education technology while enjoying a balanced work-life dynamic.
StudySmarter Expert Advice🤫
We think this is how you could land Support Agent 2nd Line in Bromley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bromcom Computers Plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bromcom Computers Plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Agent 2nd Line in Bromley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bromcom Computers Plc:Your cover letter is your chance to shine! Tell us why you want to work at Bromcom Computers Plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bromcom Computers Plc!
How to prepare for a job interview at Bromcom Computers Plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
