Helpdesk Support Specialist (UK remote or London based)
BridgeU, United Kingdom
Job Description
BridgeU was founded with the belief that talent is equally distributed across the globe, but opportunity is not. We take pride in helping students discover and explore the best pathways available to them - wherever those opportunities may be. We help universities to discover and attract the schools and students that will contribute to their vibrant, diverse and successful programs and courses.
In the fast-changing world of education, and in the ‘new normal’ in the wake of Covid-19, we believe BridgeU had never been more important to help students, schools and universities discover new opportunities globally and connect at a distance.
Today, BridgeU is the market leading provider of university and careers guidance software to international and globally-minded secondary schools. BridgeU is proud to work with secondary schools in over 300 cities across 119 countries. And, we partner with a quickly-growing number of leading universities, currently in 8 countries, to connect recruitment and admissions teams to the largest community of international schools available on one platform.
BridgeU has the approach and pace of a start-up, where there are always opportunities to try something new and grow, with, since early 2020, the support and stability of being part of Kaplan International, part of one of the world’s largest and most diverse education providers.
Our teammates are talented people that come from a variety of backgrounds. We’re committed to building an inclusive culture based on trust and kindness, which creates a good work environment that helps enrich the product and service we provide to our customers.
We currently have offices in London, Madrid and Hong Kong as well as fully remote employees. Since March 2020, due to the Covid-19 pandemic, BridgeU’s whole team has become a fully remote workforce, and we are aiming to continue a remote-first culture even when our offices do re-open. This role could be office-based or fully remote, based in the UK.
In normal times, we aim for team members to travel regularly between our offices to have face-to-face time with other team members to bond, work together and have some fun, and we’re aiming to get back to this in a post-Covid world as soon as feasible. In the meantime, we’ve been socialising, playing games, hosting quizzes, and other things, online so that we stay connected to one another.
We’re looking for a Helpdesk Support Specialist to join our Customer Success team to provide support to external customers, assisting them with software problems via web chat and email. As a fast growth, customer-focused business, we are investing in passionate, smart and dedicated individuals to help ensure that our customers get the care and support they need to be active advocates of the BridgeU platform.
If you're curious about global education, if you love working with customers, if you're inspired by Education Technology, if you thrive on problem resolution and want to bring your expertise to a fast-growth startup environment, then we want to hear from you!
This is a great opportunity for an empathetic and curious person who really cares about helping our customers to have the best experience possible.
- Maintain a deep understanding of the product and provide support to customers through online chat, email and social media.
- Effectively resolve customer inquiries in a considerate and timely manner.
- Track sentiment and trends in support requirements
- Work with the Product and Engineering teams to provide low level support as required.
- Document customer issues efficiently and concisely.
- Support in creating product release materials
- Create and maintain help centre materials as needed
- Work closely with our product development team to identify and track customer feature requests, user-experience improvements and bugs.
Requirements
What you’ll bring:
- Keenness to help customers, along with a deep desire to help people and to take a "customer first" approach
- You care about customer support and the role it plays in making a customer-centric business successful.
- Outstanding communication skills.
- A passion for global higher education, customer success and educational outcomes through technology.
- Zendesk experience would be preferred, but not essential
- Relevant 1st line / Helpdesk support experience would be beneficial, but not essential
Benefits
What the company provides:
- Competitive salary based on your experience
- Professional development amp; progression: we eagerly support the learning and growth of all our staff
- Opportunities for fle