Angel Solutions
Customer Support Technician (1st Line Support)
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Introduction
As a Customer Support Technician, you'll be a first point of contact for schools, multi-academy trusts, and local authorities across the UK. You'll guide users through technical issues, answer product questions, and help them get the greatest possible value from Angel Solutions software.
You'll receive comprehensive training across our products and gradually build the knowledge needed to provide clear, accurate, and empathetic support to a wide range of users. You'll join a friendly, highly responsive team that takes pride in resolving queries quickly, taking ownership of customer issues, and delivering a level of service our customers genuinely value.
Alongside resolving day-to-day queries, you'll work closely with our Development, Data, and Testing teams to investigate more complex issues and ensure customers receive both an accurate answer and a positive experience.
You'll also learn to recognize appropriate commercial opportunities during support conversations. This may include helping users of our free tools understand the additional value offered by our premium products and passing suitable opportunities to our New Business or Renewals teams. The focus will always be on understanding the customer's needs and recommending genuinely relevant solutions.
Job Requirements
Essential experience
- Minimum one year of experience in a first-line support role, with a strong understanding of IT fundamentals.
- Excellent verbal and written communication skills in English, with an emphasis on empathy and patience.
- Proven ability to think critically and solve problems efficiently.
- Passion for delivering outstanding customer experiences that drive repeat business.
- Strong time management skills and the ability to prioritize tasks effectively.
- Experience using a range of workplace systems, such as Zendesk or an equivalent ticketing platform, telephone software such as Dialpad or Cisco, communication and remote-meeting tools such as Slack, Teams, or Zoom, and task or project management systems such as Trello or Jira.
Desirable
- Demonstrated experience in effectively utilizing Zendesk or a similar customer support platform.
- Previous involvement in supporting Educational Technology (EdTech) solutions.
- Enthusiasm for working with data and extracting valuable insights to inform decision-making.
- Experience in lead generation and identifying new business opportunities.
- Relevant IT-related qualifications, certifications, or coursework would be advantageous. Examples may include CompTIA A+, ITIL Foundation, or equivalent training.
- Familiarity with programming languages or basic scripting knowledge (e.g., HTML/CSS) would be beneficial.
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Personal qualities
- Excellent communicator: You communicate clearly, confidently, and professionally, both in writing and over the phone.
- Empathetic and solution-focused: You enjoy helping people, remain patient when users are experiencing difficulties, and take pride in finding solutions.
- Technically confident: You are comfortable using web-based applications, enjoy investigating problems, and can learn new systems quickly.
- Organised and dependable: You can manage competing priorities, maintain accurate records, and follow tasks through to completion.
- Detail-oriented: You understand that small details matter when diagnosing issues and communicating instructions.
- Collaborative: You enjoy working as part of a team and are comfortable asking questions, sharing knowledge, and working with colleagues across different departments.
- Commercially aware: You can recognize when an additional product or feature may genuinely benefit a customer and communicate that value naturally.
- Interested in education: You are enthusiastic about contributing to products and services that support schools, trusts, and local authorities.
Education & Qualifications
We are looking for candidates who are passionate about IT and customer service. While a degree is not required, a strong academic background and evidence of ongoing learning are essential. Relevant certifications or coursework in IT support are highly valued, and proficiency in English, both written and verbal, is a must.
Your Key Responsibilities
- Act as a first point of contact for customer queries from schools, multi-academy trusts, and local authorities.
- Provide support through Zendesk, Dialpad, email, and other internal communication channels.
- Deliver a friendly, efficient, and personable customer experience, taking ownership of queries through to resolution.
- Develop strong knowledge of Angel Solutions products and use this knowledge to provide accurate, practical, and tailored support.
- Investigate, diagnose, and triage technical issues, recognizing when further input or escalation is required.
- Work collaboratively with the Testing, Data, and Development teams to resolve more complex customer issues.
- Record and manage support activity accurately using systems including Zendesk, JIRA, Confluence, and Outlook.
- Log and escalate software bugs, feature requests, and customer feedback, ensuring relevant teams have clear and useful information.
- Recognize suitable lead opportunities and help users understand relevant premium features and benefits.
- Work closely with the New Business and Renewals teams to support customer conversions, retention, and long-term satisfaction.
- Participate in internal training, product demonstrations, and release updates to remain informed about new features and improvements.
- Help maintain support guides, internal documentation, and shared team knowledge.
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Benefits & Culture
We know we're biased, but we really do think Angel is a great place to work!
- Hybrid Working: We offer a blend of remote and office-based working based on the needs of the individual and the business.
- Your Birthday Off: In addition to Annual Leave allowance.
- Regular Finish Early Fridays: As a reward for all your hard work.
- Innovation Days: Time to get away from "normal" and work differently.
- Ongoing Training & Qualifications: Learning is at the core of who we are.
- Creative Office Space: We have a ball pool, swings, popcorn machine, a gypsy caravan...
- Surprise Treat-Days: Park fun days, meals out, workshops... who knows what's next?
- Parental Leave: Maternity, paternity, and adoption leave from day one.
- Dependants Leave Allowance: Time off if your child / family member is poorly.
- Private Medical Insurance: Because we want to know you're looked after.
- Christmas Shutdown: In addition to annual leave allowance. We love Christmas and it's a great time to rest and recharge those batteries!
- Earn More Every Month: After probation, all employees automatically receive an incremental monthly salary increase, amounting to £500 every year.
What We Do At Angel Solutions...
Angel Solutions creates pioneering web-based software that serves the education industry (teachers, leaders, school improvement officers, education data analysts, and more). Most of our products are designed to save people time and deliver powerful data analysis, but that's not all we're about! We also strive to be creative and innovative in everything we do, and want to remain a friendly, close-knit team even as the company continues to grow.
The Support team serves as frontline ambassadors, offering prompt assistance to our valued customers. Their primary objective is swiftly identifying and resolving customer inquiries and issues, working with our sales and development teams to ensure seamless operations and customer satisfaction.
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