Technical Support Rep- 1st line, W6 - £23,000 + amazing benefits -Discovery Education

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Discovery Education is a division of Discovery Communications, the world's number one pay-TV programmer, which includes the popular global television networks Discovery Channel, Science Channel and Animal Planet.

 

Discovery Education creates digital content and lesson plans for schools and we are in around 9,000 schools in the UK.

 

We offer a range of services and opportunities for schools to meet the needs of students in the digital age. Our breadth and depth of digital media content is immersive, engaging and brings the world into the classroom to give every student a chance to experience fascinating people, places and events. Our content is aligned to current curriculum requirements and is created and curated by experienced educational professionals.

 

We are looking for a technical support representative to provide first line support to Discovery Education partners (mainly schools) on technical issues over the phone.

 

As part of the Implementation team, you will be the first point of contact for our busy teachers so we would expect you to have a natural flair for both customer service and IT support. Most of the systems we use are bespoke to us so we expect to train anyone who joins us. The ideal candidate will love speaking to customers on the phone and in your spare time, be very interested in technology.

 

Main Duties and Responsibilities:

 

Implementation:

To ensure the technical implementation of all Discovery Education services is seamless

To build and maintain relationship with our technical Champions in schools

To ensure you are up to date with the latest content updates, events and webinars for all Discovery Education services

To ensure that you proactively call schools that have technical issues and help teachers resolve these so they have access to our latest content

As you are the first point of contact with teachers, ensure that you grab every opportunity to help embed our services in the classroom

 

School Support:

To diagnose and resolve software and hardware incidents, (Windows and Mac).

 

To assist all our users with any logged IT related incident when called upon.

 

To take ownership of technical issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.

Escalating incidents to other support teams where necessary.

Accurately record customer support issues and their contact details reported via incoming telephone calls and emails.

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels.

To be a highly motivated team player with the skills and ability to manage changing priorities.

Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.

 

Essential Skills:

 

• In depth knowledge of Windows operating systems

• Knowledge of networks, TCP/IP, WAN and proxy servers

• Database/Goldmine/HEAT knowledge an advantage

• Technical Help desk / support experience

Good command of both spoken and written English

 

 

Desirable Skills and knowledge:

 

• Some knowledge/exposure to Linux

• Basic understanding of Web servers; apache, IIS

• Knowledge of school network systems (preferably (RM, Winsuite etc)

• Ability to deal with complex calls and teachers who maybe short on time

• Logical thinker

• Good analytical and problem solving skills

• Up-to-date technical knowledge

• Good interpersonal and customer care skills

• Attention to detail

 

 

Personal Attributes:

 

• Excellent customer service skills, patience, diplomacy, empathy and respect.

• Excellent telephone manner

• A “can do” attitude to everyday challenges

• Disciplined and methodical approach to work

• Highly focused and self-motivated

 

COMPANY BENEFITS

• Life assurance 4 x salary

Enhanced pension scheme

• weekly fruit delivery

• Private health for employee and family (at additional person cost for family)

• dental care scheme

• cycle to work scheme

• childcare or eldercare (so If an employee's child is ill, the company will send a nanny to their home or pay for the child to attend local nursery if your childcare

lets you down)

• employee helpline assistance

• on site medical centre with physio dept (GP often issue free medication on the spot and you get 30 min appointment within a few days of calling

• stock purchase plan

• social committee that has events such as 5 a side football, bootcamp, yoga, book club, quiz nights, cooking

• discount site offering £££ off hundreds of high street stores

• Rosetta stone discount

• Gourmet Society discount club

• Stellar employee recognition awards (cash and voucher gifts)

• salary sacrifice for various things such a GAYE or pension or childcare vouchers

• season ticket loan

 

TO APPLY PLEASE EMAIL A CV AND COVER LETTER OF WHY YOU ARE INTERESTED IN THIS ROLE TO [email protected]

 

You must have the right to live and work in the UK. Discovery does not use recruitment agencies.

Edited February 15, 2016 by Dos_Box
Approved