Customer Support Role

Just want a job? – We’re probably not right for you. Want to join an ambitious Education Technology company serving diverse users and a growing base of international customers? Then read the role description for our new customer support role below. If you like what you see, contact your local Job Centre and speak to your work coach.

Who can apply?

Klik2learn is proud to be taking part in the government-funded Kickstart Scheme. This is initially a 6-month opportunity open to 18- to 24-year-olds who are not in employment as it is partially funded by the Government KickStart scheme. Subject to completing the initial 6-month placement there will be the potential to join the company on a permanent basis subject to meeting certain performance criteria.

Role Description

We are looking for a proactive and customer-focused person to support college tutors and students who use Klik2learn’s Digital Learning Platform. The goal of this role is to nurture existing customers with an outstanding digital learning experience and attract new customers with excellent pre-sales support.

Customer Support Responsibilities:

• Prioritise and respond to user questions using our Customer Support Ticketing and Knowledge Base, to meet support targets
• Where required, support users by phone and virtual conference calls
• Maintain up-to-date standard customer email response templates
• Ensure our support documentation and ‘how to’ videos are always up to date and as helpful as possible
• Regularly liaise with users to answer queries about managing their accounts, product enquiries and data privacy queries.
• Help refine the Klik2learn products by identifying and escalating issues that affect our users’ experience

User Adoption Responsibilities:

• Set up and manage customer onboarding with remote training sessions and webinars.
• Support sales and marketing with regular customer check-in campaigns
• Support sales with online demonstrations of the products
• When required, work with marketing and sales to improve;
  • the experience of new users
  • communication of new features, products and enhancements
  • training to help people get the most out of the platform
• Feedback new user requests for new features and enhancements to the development team

Ongoing training and support will be provided on using the platform, our customer support systems and customer service training.

Role Values Alignment

This is a customer facing role, so you’ll enjoy talking to people face-to-face, over the phone and on conference calls. You’ll be the ‘voice of the customer’ within Klik2learn and be keen to collaborate with the technical team to solve customer problems or test a new feature.

Our customers are very diverse and come from all over the world, so you’ll thrive on the diversity of our customer base. We help people learn English and are aware that English is a universal accent with many different accents. Communication skills are important in this role and we encourage English speakers of other languages to apply for this role.

You’ll have a tenacious attitude when it comes to responding to customers, ensuring they do not wait long for a response. You’ll be excited about new features and enjoy working with the sales and marketing team to help customers get the most out of digital learning tools and content at Klik2learn.

You will be using Google Meet, Teams, Zoom to talk to customers and need to respond to emails and website chat messages as and when they come in, so a good degree of digital literacy and familiarity with systems such as Google Docs, Email, Microsoft Word is essential.

Ideally, you’ll have:

• A passion for how education and digital learning can change people’s lives
• A pro-active, solution-focused attitude – happy to ask the team questions, learn quickly and ‘ask Google’ if you don’t know the answer
• Clear and concise communication style
• Excellent collaboration skills (you’ll enjoy working in a team)
• Good time management skills and perhaps a passion for ‘to do lists’

Not necessary but an advantage:

• Success in meeting targets
• Languages
• Familiarity with a CRM or support system e.g. Hubspot, Zendesk etc
• Database skills

What we offer

Remote working initially, moving to hybrid office in Glasgow
The opportunity to grow with an education technology company changing the lives and employability of learners across the world.

Klik2learn is an equal opportunity employer

At Klik2learn, we have a clear vision: to be the place where a diverse mix of talented people want to come, to stay and do their best work. We pride ourselves on bringing the best education technology to our learners around the world, and we know our company runs on the hard work and dedication of our passionate and creative employees.

We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different.

Interested in this role?

If you like what you see, contact your local Job Centre and speak to your work coach who will forward your CV and covering letter.