Customer Support Engineer for Software Company
: Job Details :


Company : School Cloud Systems


Job Location : Glasgow, Scotland, GB


Posted on : 2021-01-11


Job Description :

SchoolCloud is a multi-award winning software company delivering improved parental engagement at over 5000 schools worldwide.
We provide solutions for managing parents’ evenings, after-school clubs, & room booking that are used by over a million end-users.
 We’re looking for an enthusiastic person to join our highly-regarded Support Team, providing assistance to our customers by phone and email.
You will primarily be dealing with school office staff, headteachers and school business managers – as well as investigating and resolving more technical queries.
Please note that all our employees currently work from home and we will not return to office working until government advice on this changes.
Responsibilities·      Becoming an expert on our products to provide 1st and 2nd line support·      Helping customers by phone in the friendly and efficient manner we are known for·      Responding promptly to email queries and attempt to resolve on first contact·      Dealing with matters escalated by 1st line and applying your technical knowledge to solve more challenging support queries.
Escalating to 3rd line where necessary.
·      Using your SQL skills to query our databases·      Staying up to date with product changes, and new functionality·      Writing and updating support documentation·      Identifying bugs reported by customers and adding to bug tracking softwareAbout You·     A passionate people person who enjoys engaging with customers·     Excellent communication skills, comfortable providing phone support·     A stickler for perfect grammar and spelling·     Previous helpdesk/education sector experience is required·     Experience with databases & writing SQL queries is essential·     Experience in dealing with SAML, AD, Networks/Firewalls, etc·     Tech-aware and use new software/websites effortlessly·     Willing to learn new tools·     Driven and self-motivated - you want to excel at what you do!Position & Benefits·     Great work/life balance with 37.
5 hour working week (F/T hours)·     31 days annual leave, increasing with long service·     Possibility of additional, unpaid leave in school holidays, by agreement·     Private medical insurance (5-star Defaqto rated), with 50% discounted Nuffield gym membership·     Employee perks - up to 55% off cinema tickets & up to 35% off technology·     Regular social events·     Cycle to work scheme·     Fresh fruit & snacks·     Bean-to-cup coffee machineAbout UsFounded in 2006, SchoolCloud is an established SaaS company providing market-leading products to schools & businesses worldwide.
We’re well-known in the EdTech industry for delivering high quality products and exemplary support and customer service.
Our customers love using our software and we enjoy strong sales and a very high renewal rate, making us a stable and growing company to work for.
Our Glasgow office is in an award-winning modern building located in the Mile End Quarter near to Glasgow Green.
There are excellent transport links, with regular bus and train services close by, There is plenty of free car parking in the surrounding area, as well as shops and cafes providing lunch options.
WEST & Drygate, two of the city’s best-regarded bars and restaurants, are not far away and get regular visits from the team.
Working hoursFull time positionMonday to Friday, 8:45am till 5pm – with the possibility of future out of hours support for overseas customers, by arrangement.



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