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- Tasks: Provide front-line technical support and troubleshoot software issues for CPOMS products.
- Company: Join a passionate team dedicated to safeguarding in education.
- Benefits: 34 days paid holiday, employee referral scheme, and a supportive well-being team.
- Other info: Enjoy a smart casual dress code and opportunities for professional development.
- Why this job: Make a real difference in schools while developing your technical skills.
- Qualifications: Strong troubleshooting skills and a solid understanding of IT concepts required.
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.
Technical Knowledge & Skills
- Required:
- 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.
What’s in it for you?
- 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 (this includes 8 Bank and Public Holidays).
- Employee referral scheme for recommending a friend.
- Smart casual dress code.
- On-site parking.
- Company pension scheme.
Engineer, CPOMS Technical Support - Level 1 employer: CPOMS
Contact Detail:
CPOMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engineer, CPOMS Technical Support - Level 1
✨Tip Number 1
Get to know the company and its products inside out. Familiarise yourself with CPOMS and its suite of safeguarding tools. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Tip Number 2
Practice your troubleshooting skills! Set up a demo environment if you can, and try to replicate common issues. The more familiar you are with potential problems, the better you'll perform during interviews.
✨Tip Number 3
When you get the chance to chat with interviewers, don’t just talk about your skills—share examples of how you've helped customers in the past. Highlighting your customer service experience will make you stand out!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen on joining our team at StudySmarter.
We think you need these skills to ace Engineer, CPOMS Technical Support - Level 1
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Engineer, CPOMS Technical Support role. Highlight your technical troubleshooting skills and any relevant experience with SaaS platforms or CRM tools like Salesforce. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to show us you can communicate effectively with users.
Detail Your Technical Experience: Be specific about your technical background. Mention any experience you've had with software configuration, syncing issues, or troubleshooting hardware problems. We love seeing candidates who can back up their skills with real-world examples!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at CPOMS
✨Know Your Tech Inside Out
Make sure you brush up on your technical troubleshooting skills. Familiarise yourself with common issues related to software configuration and syncing, especially within the CPOMS suite. Being able to discuss specific examples of problems you've solved in the past will show your expertise.
✨Practice Your Communication Skills
Since you'll be dealing with customers directly, it's crucial to demonstrate excellent written and verbal communication. Practice explaining complex technical concepts in simple terms. This will help you convey information clearly during the interview and show that you can maintain high customer satisfaction.
✨Understand the Role's Responsibilities
Review the job description thoroughly and prepare to discuss how your experience aligns with the key responsibilities. Be ready to talk about your experience with Salesforce or similar CRM tools, as well as any relevant SaaS platforms you've supported in the past.
✨Show Your Team Spirit
Collaboration is key in this role, so be prepared to share examples of how you've worked effectively in a team. Highlight any experiences where you've escalated issues or shared knowledge with colleagues, as this will demonstrate your ability to work closely with Level 2 engineers and contribute to a positive team environment.