Job description
Description
An outstanding opportunity to join a leading Finance and Management Information System (MIS) provider for schools and MATs.
We are seeking individuals with experience in using and supporting finance systems, ideally within school or MAT environments. Candidates should be highly motivated, positive, and adaptable, with a willingness to learn as our software evolves and improves.
This role focuses on delivering technical customer support for our finance systems. Responsibilities include advanced investigation of data and system errors using SQL, as well as acting as an escalation point for first- and second-line support teams.
We offer flexible working arrangements and provide comprehensive, ongoing training to all new team members.
Responsible to
This role reports to the Helpdesk Manager.
Duties/areas of responsibility
The position will involve the following areas of responsibility:
Manage a variety of requests from customers - these will be more complex queries and incidents
Maintain a high degree of product expertise as the product evolves
Use your product expertise to investigate technical issues and escalate to higher support tiers if needed
Remain the “owner” of each issue or request raised, maintaining strong lines of communication with the customer to ensure they’re kept up to date
Be the escalation point for 1st and 2nd line agents
Generally provide exceptional customer service to your customers, ensuring that they feel happy and satisfied and get the most from the product.
Requirements
Skill and Experience Requirements
Strong organisation skills
Advanced diagnostic / problem solving skills
Ability to suggest solutions to problems
Good knowledge of SQL and ability to read procedures
Excellent communication skills – both written and verbal
Ability to work closely with other technical and product teams across the company
Professional working attitude
Good time management and priority handling
Ability to work in a customer-facing environment
Experience in the following would be highly advantageous
Previous experience in a Support Role
Previous experience working with school Finance systems
