Software Support Analyst
5d ago

Competitive + benefits

Are you looking for a role where you can provide outstanding levels of service and support to your customers? Do you have strong training skills and experience in a technical support role?

This is an exciting opportunity to join a team working with the leading Asset & Estates Management SAAS solution for education, which incorporates IT & Inventory, Premises & Compliance, and another eight associated modules.

Education are entering an exciting period of growth as we focus on our new user interface and growing presence in the education market, it is vital that we continue to develop our solutions to comply with industry standards and fulfil market requirements.

Full training will be provided on the solution, and our internal systems. You will need to demonstrate how you work reactively and proactively to improve customer support in your current and any past roles.

Life at Civica

Help us continue to build on 19 years of unbroken growth and maintain our position as a Top 2, UK software company.

Civica is one of the UK’s largest software companies, with over 30 years of proven expertise in delivering improved outcomes for public services around the world.

  • Blended working : less commuting, more time with your friends and family.
  • Investors in People’ Gold : We prioritise the development of our colleagues to match their ambition.
  • Financial Times - Diversity Leader 2020 : We’re committed to maintaining an inclusive and supportive culture.
  • Top rated employer Glassdoor : Our average length of service is 9 years.
  • Societal Impact : Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.
  • About You

    The successful candidate will have been in a PC hardware, software support, finance or facilities role within the education sector for at 3 years.

    You have a natural interest in helping others and strong level of tenacity with an enthusiastic approach.

    A full drivers license and car is required.

  • Skills / experience;
  • You will have broad application knowledge, ideally applying software to end users
  • Experience training other users, either in a remote capacity or onsite
  • Experience at level 2 support or highest level of escalation would be advantageous
  • Education experience would be advantageous
  • About the Role

    Your office-based role will include :

  • Taking support calls, livechat and emails from our schools and MATs, and ensuring we adhere to our service level agreements and be proactive in completing past support cases
  • Provide training to internal users, single educational establishments and multi-academy trusts
  • Deliver webinars and produce recordings of modules
  • Provide consultancy to customers on the application of the software
  • Contribute to the monthly cycle of testing necessary in the version releases
  • Contribute to maintaining the system documentation, training materials including video content
  • Your offsite role will include :

  • Carrying out online and onsite training to our primary schools, secondary schools and Multi Academy Trusts
  • Carrying out consultancy days which involves setting up of accounts to meet the customers' requirements. This includes user permissions, categories, compliance checks, reporting etc.
  • Other services including adding inventory, IT and facilities assets
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