Tech Support Associate
MyTutor, United Kingdom
Job Description
About MyTutor:
MyTutor is the UK’s leading online platform for one-to-one learning, and we're on a mission to empower every pupil with the expertise they need to reach their potential. We’re building a future where access to high-quality learning is stress-free for those who can afford it, and fully funded for those who can't.
One-to-one tuition is one of the most powerful interventions to improve pupils’ grades, confidence and life chances. Yet it remains out of reach for many. Our handpicked network of tutors work online with pupils from all walks of life, and our tutors have given half a million lessons so far raising results on average by one whole grade. We’re proud of the fact that over 500 schools have also chosen to work with us, and that we’ve earned a Trustpilot rating of 4.8/5.
The role in a nutshell:
You’ll be joining our passionate, ambitious Tech Support team in an exciting, fast-paced amp; high-growth environment. At MyTutor we pride ourselves on delivering amazing customer experience, with over 95% of our reviews at 5* and some great feedback on TrustPilot as well as close relationships with our Parents, Student, Teachers and Tutors.
As a Tech Support Associate, you’ll be the first point of contact for any of our users and schools who have Tech issues! You’ll be the face of MyTutor, and for most customers, their first impression of the business. We’re looking for a bright and passionate Tech Support Associate to leave a lasting first impression with our customers and be there to guide and support them whenever they need. You’ll be providing clear guidance and solutions to reduce friction with our product, leaving them stress-free and self-sufficient.
What you can expect:
- Solve Technical queries from our users over the phone and through personal-touch emails.
- Communicate in a frank, friendly and sometimes funny manner with our customers to provide effective support and gain a deep understanding of the experience of our users and their pain-points when using MyTutor.
- Start with why - investigate reports of technical issues and help deliver solutions to the people using our platform, escalating and working with other teams where necessary.
- Liaise between IT Teams, teachers and tutors to resolve issues and ensure the smooth running of lessons.
- Proactively acting on customer feedback and suggesting new ways to improve our customer experience, driving a customer focused product.
- Be the voice of our customers and ensure they're set up for successful lessons.
- Conduct network tests with our schools to ensure they are set up properly and advise them on the best practice for running MyTutor.
- Build strong lines of communication between the Technical Support team, Technology team and our customer teams to identify, reproduce and resolve bugs.
- Adaptive processes - we're keen to try new ways of working supporting team efficiency.
- Independent working - you’ll have the ability to prioritise, divide and conquer.
Requirements
- You’re at ease empathising with the needs of students, teachers and tutors, and feel driven to help.
- A fast learner, you work hard and enjoy finding quicker and more effective solutions to problems.
- You’re excited about our forward-looking product and the support we offer parents and students across the UK.
- You have a passion for customer service and are always looking for new ways to maintain and improve our customer experience.
- You're resilient! Some days are busier than others
- You’ll have experience working in a fast-paced environment, with a keen attention to detail, with the ability to keep a cool head in busy periods.
- You're excited to join our ever-growing team and contribute to the culture at MyTutor.
- You should have some technical experience and be interested in pursuing a career in a technical field.
We encourage you to apply even if you don't meet all the above requirements! If you feel you're the right fit for the role, we want to you hear from you.
Benefits
Perks amp; Benefits:
- Investment in your learning with a personal Lamp;D budget of up to 350
- Your own laptop and hardware (we can help you set up a home office if WFH)
- Workplace pension
- Share option package
- Private Healthcare option through BUPA
- Enhanced parent policies
- Cycle, tech and gym schemes
- Mentor/mentee scheme
- Regular team events amp; socials (we've just had a remote Sofar Sounds gig and wine tasting!)
- 25 days holiday (plus public holidays)
- A culture that champions wellbeing with monthly workshops and 1:1 coaching
MyTutor is committed to creating an inclusive workplace and we have set up our own EDI (Equality, Diversity and Inclusion) committee who host regul