Customer Support Technician (1st Line Support) in Liverpool

As a Customer Support Technician, you’ll be a first point of contact for schools, multi-academy trusts and local authorities across the UK. You’ll guide users through technical issues, answer product questions and help them get the greatest possible value from Angel Solutions software.

You’ll receive comprehensive training across our products and gradually build the knowledge needed to provide clear, accurate and empathetic support to a wide range of users. You’ll join a friendly, highly responsive team that takes pride in resolving queries quickly, taking ownership of customer issues and delivering a level of service our customers genuinely value.

Alongside resolving day-to-day queries, you’ll work closely with our Development, Data and Testing teams to investigate more complex issues and ensure customers receive both an accurate answer and a positive experience. You’ll also learn to recognise appropriate commercial opportunities during support conversations.

The focus will always be on understanding the customer’s needs and recommending genuinely relevant solutions.

• Minimum one year of experience in a first-line support role, with a strong understanding of IT fundamentals.
• Excellent verbal and written communication skills in English, with an emphasis on empathy and patience.
• Proven ability to think critically and solve problems efficiently.
• Passion for delivering outstanding customer experiences that drive repeat business.
• Strong time management skills and the ability to prioritise tasks effectively.
• Experience using a range of workplace systems, such as Zendesk or an equivalent ticketing platform, telephone software such as Dialpad or Cisco, communication and remote-meeting tools such as Slack, Teams or Zoom, and task or project management systems such as Trello or Jira.
• Demonstrated experience in effectively utilising Zendesk or a similar customer support platform.
• Previous involvement in supporting Educational Technology (EdTech) solutions.
• Enthusiasm for working with data and extracting valuable insights to inform decision-making.
• Experience in lead generation and identifying new business opportunities.
• Relevant IT-related qualifications, certifications or coursework would be advantageous.
• Familiarity with programming languages or basic scripting knowledge (e.g., HTML/CSS) would be beneficial.

• Act as a first point of contact for customer queries from schools, multi-academy trusts and local authorities.
• Provide support through Zendesk, Dialpad, email and other internal communication channels.
• Deliver a friendly, efficient and personable customer experience, taking ownership of queries through to resolution.
• Develop strong knowledge of Angel Solutions products and use this knowledge to provide accurate, practical and tailored support.
• Investigate, diagnose and triage technical issues, recognising when further input or escalation is required.
• Work collaboratively with the Testing, Data and Development teams to resolve more complex customer issues.
• Record and manage support activity accurately using systems including Zendesk, JIRA, Confluence and Outlook.
• Log and elevate software bugs, feature requests and customer feedback, ensuring relevant teams have clear and useful information.
• Recognise suitable lead opportunities and help users understand relevant premium features and benefits.
• Work closely with the New Business and Renewals teams to support customer conversions, retention and long-term satisfaction.
• Participate in internal training, product demonstrations and release updates to remain informed about new features and improvements.
• Help maintain support guides, internal documentation and shared team knowledge.

We offer a blend of remote and office-based working based on the needs of the individual and the business. Minimum 2 days in office, with possible additional ad-hoc day, e.g. for company updates and events.

In addition to Annual Leave allowance.

as a reward for all your hard work.

Time to get away from "normal" and work differently.

Learning is at the core of who we are.

We have a ball pool, swings, popcorn machine, a gypsy caravan...

Park fun days, meals out, workshops... who knows what's next?

Maternity, paternity and adoption leave from day one.

Time off if your child / family member is poorly.

Because we want to know you're looked after.

In addition to annual leave allowance. We love Christmas and it's a great time to rest and recharge those batteries!

After probation, all employees automatically receive an incremental monthly salary increase, amounting to £500 every year.

Angel Solutions creates pioneering web-based software that serves the education industry. Most of our products are designed to save people time and deliver powerful data analysis, but that's not all we're about! We also strive to be creative and innovative in everything we do, and want to remain a friendly, close-knit team even as the company continues to grow.

The Support team serve as frontline ambassadors, offering prompt assistance to our valued customers. Their primary objective is swiftly identifying and resolving customer inquiries and issues, working with our sales and development teams to ensure seamless operations and customer satisfaction.