John Leon Email & Phone Number

London, United Kingdom

The UK's largest provider of educational software, a trusted partner for schools, supporting them in realising their vision and achieving their goals with curriculum-matched content and professional development solutions. Responsibilities:• Ensure a high level of customer service and satisfaction.• Provide professional, efficient and friendly technical support for our market leading products.• Manage and monitor support cases to ensure SLAs are met.• Tracking KPI’s… Show more The UK's largest provider of educational software, a trusted partner for schools, supporting them in realising their vision and achieving their goals with curriculum-matched content and professional development solutions. Responsibilities:• Ensure a high level of customer service and satisfaction.• Provide professional, efficient and friendly technical support for our market leading products.• Manage and monitor support cases to ensure SLAs are met.• Tracking KPI’s to ensure that the team remains on target. • Dealing with the most sensitive accounts and complex issues. • Resolving live chat support calls as well as picking up any overflow from first line.• Maintain internal troubleshooting documentation.• Maintain and updating Internal Wiki.• Liaise with development team when required to resolve issues.Significant achievements:● The setting up and maintaining of a new departmental Wiki and the migration of all our old files and documentation to a cloud based platform. This has provided to be an invaluable means of quickly referencing support information and documentation and has further improved efficiency. ● The creation of an auto email alert system to further streamline our support. Working closely with the marketing department I set up criteria which could be used to pull data from our bespoke content authentication system. This data is then filtered and appropriate email templates are dispatched to the relevant schools and contacts. The emails escalate over time to contact more senior members of the school’s administration with a variety of text based on circumstance. Show less

London, United Kingdom

Responsibilities,• Managing first line workload and acting as first point of contact for escalation• Making reports to my line manger concerning trends, major issues and planning projects• Creation and maintenance of all departmental documentation • Managing the most sensitive and important clients• Working with the production team to identify improvements and to test and resolve issues Significant achievements,● The creation of email templates in order… Show more Responsibilities,• Managing first line workload and acting as first point of contact for escalation• Making reports to my line manger concerning trends, major issues and planning projects• Creation and maintenance of all departmental documentation • Managing the most sensitive and important clients• Working with the production team to identify improvements and to test and resolve issues Significant achievements,● The creation of email templates in order to speed up response times and maintain continuity of message. ● The creation of a code of ethics and good working practices to ensure the standard of support is maintained and to act as a reference to help guild responses. ● Liaising with other departments to identify areas of overlapping responsibility. This then resulted in effective division of workload and more efficient escalation processes. Show less

London, United Kingdom

Responsibilities:• Resolving incidents logged by our clients• Event management, resolution and escalation• Escalating incidents to other members of the technical team when required whilst maintaining a responsibility to resolution• Working with our Clients to provide the best service possible• Working closely with all departments to maintain continuity of message • Maintaining and updating internal departmental WikiSignificant achievements:Creating… Show more Responsibilities:• Resolving incidents logged by our clients• Event management, resolution and escalation• Escalating incidents to other members of the technical team when required whilst maintaining a responsibility to resolution• Working with our Clients to provide the best service possible• Working closely with all departments to maintain continuity of message • Maintaining and updating internal departmental WikiSignificant achievements:Creating the training manual was very effective as the name suggests, the primary purpose of training manuals is to train employees. However, training manuals offer additional benefits even long after the training is complete. For instance, a well written training manual not only equips an employee with excellent skills, but also serves as a reference tool and guide for other employees. It also served as a high quality management tool and historical record. Which was also used in the audit of the IT policies and procedures. Show less

London, United Kingdom

Putney park a private preparatory school with 3 form entry. ICT Technician and network support, Also provided support for IT lessons for all year groups from reception to GCSE level.