Education Resources Support Consultant

28th July 2022

Education Resources Support Consultant

Location: Remote with some occasional travel

Salary: Competitive basic (DOE) + comprehensive benefits (25 days holiday (option to buy more and sell back holiday) pension, medical cover, life cover, discounted gym membership, various employee discount schemes

Are you passionate about delivering the highest Customer Service and want to work within a fast paced and growing software company? Are you looking to secure a role with a UK Top 2 Software Company and a Top Rated Glassdoor employer?

Civica is a leading software company offering various software solutions to public sector organisations. We have many business units with industry leading software offerings. This role is within Education Resource Business Division It’s a role which offers an exciting career path and supporting our FinancialsLive Software

The role – Support Analyst

We are currently recruiting for an Education Resource Support Analyst who will ensure where possible a first-time fix is provided to the client to minimise their downtime or disruption to their normal operations.

You will troubleshoot problems in a timely and accurate fashion and provide end-user assistance where possible. Support requests will be delivered through a blend of Civica support portal, telephone and email.

This is an excellent opportunity for someone with Finance support background looking for a career within an innovative, global software company.

We are looking for someone who ideally has:

  • Helpdesk, 1st or 2nd Line Support or experience working in an educational institution’s finance department
  • Finance Software support would be advantageous
  • Excellent communication skills both written and verbal
  • A positive influence on colleagues and stakeholders
  • Maintenance of a strong and positive working relationship with colleagues and stakeholders
  • Strong team player
  • Strong listener and ability to engage colleagues
  • Pragmatic problem solver
  • Exceptional Customer Service skills

Desirable Experience:

      • Technical aptitude or experience
      • Experience dealing with Education or Local Authority clients
      • FinancialsLIVE knowledge a distinct advantage

Role Purpose

The responsibility of the Support Consultant role is to ensure where possible a first-time fix is provided to the client to minimise their downtime or disruption to their normal operations.

The Support Consultant will troubleshoot problems in a timely and accurate fashion and provide end-user assistance where possible.

Support requests will be delivered through a blend of Civica support portal, telephone and email.

Where required it is the responsibility of the Support Consultant to appropriately escalate based on the urgency and/or scope of the issue.

Working with the team Manager to ensure the customer support functions follow all polices and procedures and align with the requirements of the education business unit.

Principal Accountabilities

    • Perform 1st and 2nd Line support on the Education FinancialLIVE solution.
    • Handle support tickets assigned ensuing tickets completed to SLA levels with highest level of customer communication
    • Provide support using telephone, online portal and email communication channels.
    • Identification of learning opportunities, securing time for training and sharing of knowledge for the customer support team
    • Production and maintenance of knowledge articles and sharing of such with the team and client base
    • Work with the Support Manager to highlight persistent/repeat issues and ensure these are raised with the Change Board.
    • Take ownership of complaints and work with the Support Manager to recommend and handle mitigation processes to satisfy the clients requirements
    • Feedback to the Service Delivery Manager to highlight potential improvements to the implementation process that improves customer service and/or reduces support time
    • Work with Sales to highlight potential revenue opportunities and clients requiring an Account Manager review/support

Reporting Relationships

      • Works closely with the Service Delivery Manager, consultants, technical team and sales
      • Reports to Support Manager

Essential Competencies

      • Demonstrable expertise in balancing multiple competing priorities
      • Excellent communication skills both written and verbal
      • A positive influence on colleagues and stakeholders
      • Maintenance of a strong and positive working relationship with colleagues and stakeholders
      • Strong team player
      • Strong listener and ability to engage colleagues
      • Pragmatic problem solver
      • Exceptional Customer Service skills
      • Ownership of a problem and ability to see through to resolution
      • Knowledge of schools / education / Libraries market place, particularly the FinancialsLIVE product

Preferred Skills

      • Technical aptitude or experience
      • Experience dealing with Education or Local Authority clients
      • FinancialsLIVE knowledge an distinct advantage

About The Company

Civica are a leading provider of digital solutions and managed services for public sector and regulated markets. We help organisations around the world to deliver better outcomes for people and places.

Top rated employer - Glassdoor

Accredited, ‘Investors in People’ - Gold

Civica is an international software company and a global leader in public services technology with more than 3,000 customers across 10 countries.

      • 22 years of unbroken growth
      • 9 years average length of service
      • 1 in 4 vacancies filled through internal promotion

In return Civica can offer a competitive salary & package and the opportunity join a leading software and solutions company that has gone through a sustained period of growth.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity & equality - Financial Times 2020.

At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.

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