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- Tasks: Provide front-line technical support and troubleshoot software issues for CPOMS safeguarding products.
- Company: Join a passionate team dedicated to making a difference in education technology.
- Benefits: Enjoy 34 days paid holiday, well-being perks, and professional development opportunities.
- Why this job: Make a real impact in safeguarding while enhancing your technical skills.
- Qualifications: Strong troubleshooting skills and experience in a technical support role.
- Other info: Collaborative environment with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
The Level 1 Technical Support Engineer provides front-line technical support to customers, resolving a range of software and integration issues across the CPOMS suite of safeguarding products. This role serves as a key point of contact for school users and IT teams, handling technical queries that require strong troubleshooting and configuration skills. The engineer works closely with Level 2 engineers, escalating appropriately with detailed notes and replicable steps.
You will help ensure the operational reliability of the platforms, support data syncing and connectivity, and maintain customer confidence through responsive, professional service.
Key Responsibilities- Technical Support
- Provide first-response technical analysis and troubleshooting of software and configuration issues across the CPOMS product suite.
- Resolve intermediate-level faults, such as user-side misconfigurations, syncing discrepancies, or device compatibility problems.
- Troubleshoot and verify data syncing between CPOMS products and Management Information Systems (MIS) such as SIMS, Arbor, and Bromcom.
- Assist in resolving issues related to API or integration tools under guidance from Level 2 support.
- Handle a variety of technical hardware issues, including multiple models of scanners, printers, and all-in-one PCs.
- Replicate common customer issues in demo/test environments for internal validation and root cause assessment.
- Escalate unresolved or complex system issues to Level 2 with clear replication steps, error messages, and diagnostic information.
- Maintain accuracy of data imports, syncs, and configurations under L1 parameters.
- Provide interim solutions or guidance while permanent fixes are in development.
- Deliver professional and timely support via Salesforce email, phone and chat.
- Maintain high levels of customer satisfaction through friendly, technically accurate responses.
- Guide users through feature functionality, helping them better understand and navigate CPOMS products.
- Maintain communication with users through the lifecycle of an issue, including follow-ups and closure summaries.
- Work collaboratively with the Level 2 team to ensure smooth escalation and knowledge sharing.
- Contribute to internal documentation by documenting common troubleshooting steps and workarounds.
- Log and classify technical support cases clearly and comprehensively within Salesforce.
- Adhere to data protection policies and privacy regulations when handling sensitive information.
- Complete mandatory safeguarding, privacy, and compliance training as required.
- Participate in performance reviews and regular training to enhance troubleshooting expertise and product familiarity.
- Stay informed of product releases, system updates, and known technical issues across all CPOMS platforms.
- Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles.
- Perform additional duties as requested by the Technical Support Manager or Lead Support Engineer.
- Understand and meet required KPIs for the Support department.
- Strong technical troubleshooting skills with demonstrable experience in a technical or support role.
- Solid understanding of IT concepts including software configuration, syncing, and basic system interactions.
- Excellent written and verbal communication, with attention to detail.
- Experience troubleshooting issues.
- Ability to manage workload efficiently in a hybrid/remote setting.
- Associate's Degree in IT or equivalent certifications.
- Experience supporting SaaS platforms, ideally in an education or EdTech environment.
- Familiarity with Salesforce or similar CRM tools.
- The chance to work within a team of hard-working, passionate people.
- Great job satisfaction from seeing the difference you make in the world of Safeguarding.
- A dedicated well-being team.
- Townhall meetings hosted by our parent company.
- Development Reviews (1 Month, 3 Month and 6 Months initially).
- Full Time Staff are entitled to 34 days paid holiday per annum.
Engineer, CPOMS Technical Support in Skipton employer: CPOMS Systems
Contact Detail:
CPOMS Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engineer, CPOMS Technical Support in Skipton
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the job. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you’d troubleshoot specific issues related to CPOMS products. We want you to show off those problem-solving skills!
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to joining our awesome team!
We think you need these skills to ace Engineer, CPOMS Technical Support in Skipton
Some tips for your application 🫡
Show Off Your Troubleshooting Skills: When you're writing your application, make sure to highlight your technical troubleshooting skills. We want to see how you've tackled issues in the past, so share specific examples that demonstrate your problem-solving prowess!
Keep It Clear and Concise: We love a good story, but when it comes to applications, clarity is key! Make sure your writing is straightforward and to the point. Use bullet points if you need to – we appreciate a well-organised application.
Tailor Your Application: Don’t just send a generic application our way! Take the time to tailor your application to the CPOMS Technical Support role. Mention relevant experiences and skills that align with what we're looking for – it’ll make you stand out!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at CPOMS Systems
✨Know Your Stuff
Make sure you brush up on your technical troubleshooting skills and have a solid understanding of software configuration and syncing. Familiarise yourself with the CPOMS product suite and any common issues users might face. This will help you answer questions confidently and demonstrate your expertise.
✨Practice Makes Perfect
Consider doing mock interviews with a friend or family member. Focus on articulating your thought process when troubleshooting issues. Being able to clearly explain how you would handle specific scenarios will show that you can think on your feet and communicate effectively.
✨Customer Service is Key
Since this role involves a lot of customer interaction, be prepared to discuss how you would maintain high levels of customer satisfaction. Think of examples from your past experiences where you provided excellent support and how you handled difficult situations with professionalism.
✨Ask Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, the tools they use, or the challenges they face. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.