Job Purpose:
Responsible for providing email and live chat support to existing customers who have questions, queries or issues surrounding the Compass platform. Enabling schools to get the best out of their software through maintaining the Knowledge Base and providing excellent customer service.
Responsibilities and duties:
Ensure your Compass knowledge is up-to-date and thorough
Provide solutions to schools by responding to their requests and solving problems as they arise
Impart product knowledge around the Compass platform improving schools’ ability to use the software
Manage communications through a range of channels – including live chat and emails
Customer communication
Announcements regarding product updates, information from the DfE and Compass news
Regular updates on progress of outstanding issues
Log and monitor tickets within JIRA & ZOHO, ensuring we meet our SLA
Keep informed of developments in the Compass platform
Escalate customer enquiries to the appropriate team, giving customers regular updates on the status of their issue
Proactively identify training requirements and liaise with the Training Team to ensure schools are able to use the platform to its full potential
Ad-Hoc tasks as directed by your manager
Key Attributes:
A true passion for putting the customer first
A drive to go the extra mile giving customers get the best experience
Great analytical problem solver with exemplary communication skills
Ability to build relationships and rapport quickly and effectively across a wide range of stakeholders and personalities
Ability to work autonomously but also work well within a team environment
Relationships:
Internal
Support Supervisor
Support Manager
Product Team
Training Team
Onboarding Team
External
Existing schools
Measures of Productivity:
To be defined annually (as a minimum) but could be expected to include some, or all of the following:
Support ticket numbers
Satisfaction levels measured in happiness ratings
Net Promoter Score from schools
Retention rates of customers
Time to fix
APPLY FOR THIS JOB:
Company: Outsourcey
Name: Rya Cruz
Email: