• Directly engaging with customers through diverse channels, utilizing a ticketing system and Zoom meetings to establish and cultivate relationships, consistently showcasing expertise and professionalism• Effectively managing and prioritizing multiple ongoing cases simultaneously to ensure timely and efficient resolution• Employing targeted questioning techniques to swiftly comprehend and diagnose the root causes of customer issues, fostering a proactive problem-solving approach• Analyzing customer requests, meticulously replicating, researching, and resolving technical challenges, while guiding clients to relevant solutions in our knowledgebase• Providing prompt and accurate responses to clients, tracking cases through resolution within the company's SLA guidelines to ensure high-quality customer service• Collaborating closely with support consultants and engineering teams to escalate issues beyond specialist resolution, ensuring comprehensive problem resolution• Identifying, updating, and maintaining internal and external knowledgebases to enhance support documentation and address deficiencies.• Identifying and logging system bugs, contributing valuable insights to the product team for continuous improvement• Developing a detailed understanding of at least one support specialist team, acquiring knowledge of software modules and their applications in educational institutions

• Mentoring and training junior support analysts• Providing advanced technical assistance to resolve complex customer issues• Recommending improvements to enhance support processes

• Identifying the nature of the hardware, software, or networking issue• Escalating and/or redirecting cases whilst liaising with 2nd and 3rd level support and developers• Test and evaluate new technology• Connecting to the customer’s computer system via remote access.• Providing the customer with resolution choices• Fixing any software issues• Providing minor technical or operational training• Participating and contribute in assigned individual and group projects with internal teams

Solely responsible for: • Negotiating contracts and terms • Headhunting • Interviewing and assessing prospective applicants and matching them with vacancies at client companies • Screening candidates and drawing up shortlists of candidates for clients to interview • Organising interviews and selection events • Making arrangements for the advertisement of vacancies • Helping applicants to prepare for interviews • Building relationships with clients

Initially started as a Support Agent before moving into a role of Support Manager, overseeing and coordinating activities related to customer support, ensuring efficient resolution of issues, managing a support team, and improving overall customer satisfaction.• Evaluate and analyze customer needs• Working closely with Sales Manager and Account Manager to identify opportunities• Build trust and promote customer loyalty• Identify cross-sell and upsell opportunities• Identify ways to improve products and feedback internally• Review meetings and evaluate strategy• Collection and analysis pf quarterly performance metrics

· Full responsibility and accountability for the effective and safe running of the store. Reporting of KPIs and store performance with full autonomy and accountability for achievement.· Maximising sales and minimising losses through strategic planning with an adaptive and reactive approach. Consistent sales growth above 5% year on year.· Communicating effectively with a range of colleagues and adapting delivery where necessary.· Managing health and safety procedures, maintaining compliance through regular auditing and ensuring the accountability of individual stakeholders.· Ensuring a tightly controlled process is maintained through personnel leadership, management of individuals and their development requirements. Developing people through their career progression with effective short and long term goal setting.· Auditing performance daily and delivering feedback to ensure effective productivity and positive colleague engagement. Where necessary, dealing with underperformance and disciplinary issues through careful monitoring and record keeping.· Reflecting on customer feedback and ensuring it is an integral part of performance.· Sharing best practice between stores, developing relationships between departments and implementing innovative new procedures to improve overall efficiencies.

· Maximising sales and minimising losses through strategic planning with an adaptive and reactive approach. · Communicating effectively with a range of colleagues and adapting delivery where necessary.· Managing health and safety procedures, maintaining compliance through regular auditing.· Supervising a team of up to 20 employees· Ensuring a tightly controlled process is maintained through personnel leadership, management of individuals and their development requirements.· Developing people through their career progression with effective short and long term goal setting.