Customer Support Technician - 1 year Fixed Term - Birmingham
RM Education
Birmingham
4d ago

About RM

RM is the leading supplier of technology and resources to the education sector, supporting schools, teachers and pupils across the globe - from pre-school to higher education including examination boards, central governments and other professional institutions.

We’re on the lookout for an onsite Customer Support Technician to join our team based from our Birmingham school site.

  • What we can offer you;
  • £18,000 - £23,000 depending on experience
  • 25 Days Annual Leave (with an option to buy an extra 5 days)
  • Performance related bonus scheme (if applicable)
  • What’s the purpose of this role?

    The Customer Support Technician provides support to Managed Service customers. Our Managed Service customers includes establishments at all levels of education from Primary and Secondary schools through to Colleges and Learning Centres.

    This role covers a broad range of technologies including all on-premise, cloud wireless networking solutions and all technologies required to deliver teaching and learning.

    Customer Support Technician need a strong customer focus, with a proactive approach to service delivery. The role’s main focus is to ensure that all support incidents are managed and progressed to resolution.

    This is to be done whilst ensuring customers are regularly updated of progress and that incidents are resolved in line with their service level agreement deadlines.

    What does the job entail?

  • The duties are wide ranging, but ultimately involves;
  • Day to Day Service Delivery
  • Proactive Maintenance
  • Change Implementation
  • Process Improvement
  • What are we looking for?

    As the right candidate for the role will have some of the following :

  • Strong diagnostic skills
  • Customer focused - to deliver an excellence service at all times.
  • Broad technical knowledge - experience and technical understanding of on-premise, cloud and wireless technologies.
  • Team working - working effectively with team members to achieve collective objectives.
  • Planning and organising - efficient use of time and systems to achieve service level agreements and within customer expectations.
  • Influencing and communication - to understand the customer requirements and to set correct expectations. The ability to actively listen and communicate clearly both verbally and in writing is essential.
  • Tenacity and self-motivation - the ability to work well under pressure and complete issues from start through to completion.
  • Takes ownership of personal technical development.

    What’s in it for you?

    Our competitive core benefits package includes 25 Days Annual Leave (with an option to buy an extra 5 days), a Performance Related Bonus Scheme, membership of our Group Personal Pension with higher contribution levels available from the Company if you choose to contribute more, Private Medical Healthcare, and enhanced family leave.

    We also offer voluntary benefits such as Cycle to Work Scheme, Family Private Medical Healthcare, Dental Plan, Health Cash Plan, Critical Illness Cover, Health Assessments (cost deducted over 12 months), Give as You Earn and an Employee Referral Scheme.

    At RM we are committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive and flexible workplace where all our colleagues can be themselves and succeed on merit.

    More Information

    RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment.

    This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.

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