Customer Service Technical Specialist

Working Arrangements: Hybrid Working

We are the national body for careers education in England, delivering support to schools and colleges to deliver modern, 21st century careers education.

The Careers & Enterprise Company is a great place to work. We operate within a fast-paced and collaborative environment. We are brought together by one thing: our passion to ensure young people get the best possible start in life and are supported to find their best next step.

Do you want to be part of a mission-driven team focused on transforming young people’s lives? If so, we’d love to hear from you!

Role Summary: Our portfolio of digital products enables our customers to work more efficiently and deliver more impact at scale as they support each young person to take their best next step. The Customer Service Technical Specialist position has been created in response to the continued growth in user adoption of our products.

Reporting to the Customer Service Manager, you will lead the delivery of our enhanced technical support for our digital products including Compass+ EANR and our new Employer Portal. You will work closely with colleagues in our Careers Hub Network and Communities of Improvement to pro-actively support new and existing users’ technical queries.

Key responsibilities:

Champion the Customer Team’s technical caseload and compliance management for our portfolio of digital products, including Compass+, EANR and the new Employer Portal. Support the Customer Service Manager to continuously improve the management of the Team’s technical caseload. Manage your own caseload of customer enquiries, assigned to you by the Customer Service Manager or escalated to you through the caseload management process for:

• Careers Leaders and their colleagues in schools and colleges

• colleagues and stakeholders across the Careers Hub Network

• colleagues in the Customer Team

• Work closely with the Customer Service and Operations Managers to improve the caseload management of alpha tickets with our data integrator partner, development partners, and our product team.

• Provide support for customer-facing technical considerations with new function releases.

• Support the delivery of customer compliance technical initiatives.

• Support Customer Team colleagues by contributing to and editing technical content for customer communications and training resources.

• Deputise for the Customer Service Manager, when necessary

You will work closely with colleagues across CEC, stakeholders in our Careers Hub Network and with schools & colleges to directly help our customers have high quality experiences across all of these touchpoints.

Essential criteria:

• Significant experience in technical support or customer services role for SAAS products

• Strong track record of working successfully in cross-functional teams.

• Experienced in using Salesforce or an equivalent CRM system, MIS, JIRA, email marketing software.

• An understanding of the educational landscape in England (Desirable).

  
  

TO APPLY: Please complete the online application form and upload an anonymised copy of your CV on the Careers and Enterprise careers page. Please ensure you fully explain:

1) How you meet the criteria outlined on the job profile?

2) Why do you want to work for The Careers and Enterprise Company

*PLEASE NOTE THAT WE RESERVE THE RIGHT TO CLOSE THIS ADVERT EARLY SHOULD WE RECEIVE SUITABLE APPLICATIONS*