Juniper Education Group Hiring for 3rd Line Support Analyst Job at Chelmsford, England Full Time

Job Types: Full-time, Permanent

Salary: Up to £30,000.00 per year

Key purpose of job:

Juniper Education is seeking enthusiastic and friendly individuals to join the growing Catalyst Support team, to help with the company’s continued rapid expansion within the Education sector. The Catalyst service and software suite includes HR, Payroll, Finance and Compliance solutions.

As a 3rd Line Support Analyst, you will be responsible for providing exceptional support to customers via a Live Chat, Email and Call-back facility. Your focus will be to identify and assess customer needs and support users of the Catalyst suite of services with their data queries. You will need to gain a deep understanding of the services and Juniper’s values, and work in partnership with customers and other teams within the Juniper Group to maximise customer satisfaction and success. You will need to demonstrate strong written communication skills.

Experience of the Catalyst services is not required as full training will be given. However, successful candidates are required to become proficient in supporting all Catalyst services. As the role is diverse, once you have developed your knowledge, other opportunities within the company may be presented to you, including assisting at events, or hosting online training webinars. Please note, this position is not desktop, network or IT support related.

The wider Juniper Support teams are made up of passionate, dedicated individuals who are committed to providing exceptional customer service to exceed customer needs, therefore, keeping up to date with changes in the education sector is vital in ensuring a top-quality service.

The Catalyst 3rd Line Support Analyst’s will work closely with the Customer Success team, Consultant team and Product team to ensure awareness of customer activity and feedback.

Key attributes and competences:

• Ability to demonstrate a very logical train of thought, problem solving skills and quick thinking
• Ability to demonstrate excellent verbal and written communication skills
• Excellent Maths and English Language/grammar skills – you must have studied Maths to a good standard (at least GCSE grade C / 5 or equivalent)
• Ability to quickly become highly knowledgeable on Juniper’s solutions, capabilities, implementation, best practices, and deployment approach
• Ability to rapidly develop an understanding of customer requirements, goals and current use of Juniper solutions
• Computer literate with great attention to detail
• T-SQL skills and payroll system knowledge desirable
• Ability to prioritise, multi-task, and perform effectively under pressure
• Strong empathy for customers and naturally enjoys listening to and speaking with customers, with the ability to build rapport
• Proactive, adaptable and resourceful with a pragmatic, customer solution focused approach

Reference ID: 3rd Line Support Analyst – Catalyst

Job Types: Full-time, Permanent

Salary: Up to £30,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Flexible schedule
• Sick pay
• Wellness programmes
• Work from home

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)

Work remotely:

• Yes