Junior Helpdesk Support, Belfast
Firefly
Belfast, GB
15h ago

Our Purpose

Firefly Learning is the ed-tech SaaS platform for parent engagement and learning continuity, trusted by over 600 of the best and most successful schools in over 40 countries. Firefly’s secure, collaborative platform simplifies school communications, lesson management and progress tracking to engage the whole school community and ensures that everyone can keep learning, whatever the circumstances. (www.fireflylearning.com). 

The Role

We are building our frontline Support team and have a number of exciting and challenging Junior Software Support positions based in Belfast. The right candidates will gain mentorship and training to triage and resolve our client requests over both e-mail and telephone while helping them take full advantage of all that our software offers. You will develop with us to quickly understand any issue, diagnose problems, identify effective next steps and take remedial action.

Core skills

  • Good clear communication skills both written and verbal
  • Projects a positive, friendly and professional image both on the phone and in email
  • Demonstrates a passion for customer service and technology
  • Brings energy and enthusiasm to learn, develop and face down difficult challenges
  • Ability to work proactively both within a team and independently
  • Remains calm under pressure and seeks help when needed
  • Good self organisational skills, time management and prioritisation

Technical Skills we value

  • Basic SQL Skills / Basic understanding of databases
  • Awareness of how HTTP / HTTPS and how IP addressing works
  • Windows 
  • Ability to explain what “The Cloud” is
  • Understanding basic GDPR good practice
  • Any basic ability in coding languages (HTML, CSS, Javascript)

Experience/qualifications

  • 1+ years experience in a technical role

or

  • experience in a customer facing role AND an IT related qualification

Package

  • Competitive salary
  • Structured remuneration aligned with progression
  • 25 days holiday, plus public holidays
  • 4% matched pension contributions
  • Flexible yearly training budget
  • Flexible working options (including home working)

About Firefly

Firefly Learning is the ed-tech SaaS platform for parent engagement and learning continuity, trusted by over 600 of the best and most successful schools in over 40 countries. Firefly’s secure, collaborative platform simplifies school communications, lesson management and progress tracking to engage the whole school community and ensures that everyone can keep learning, whatever the circumstances. After raising the largest Series A in UK edtech of £4.5m (AUD 8.2m) in 2017, we closed a further £5.5m (AUD 10m) equity round in January 2019 and are proudly backed by BGF, Downing Ventures, and Beringea. With 1.2 billion primary and secondary school students in the world, we are passionate about supercharging the school experience to help as many of them as possible fulfill their potential. (www.fireflylearning.com). 

 

 

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