Support Coordinator, SalamanderSoft – Home Based – £45k, closes Sunday 16th Feb

[GavanVW]

We are seeking an ambitious and dedicated Support Coordinator to join our team and play a pivotal role in supporting our expanding customer base. This key position will drive the continued growth and development of our Support function while ensuring efficient operations and that we deliver the exceptional service standards our customers value. The Support Coordinator will oversee the Support Team function, taking responsibility for delivering outstanding customer satisfaction.

 

About us

SalamanderSoft currently consists of 46 employees, 21 of whom comprise the Support Team. We are an established company, and our ethos is to provide excellent service to our customers and to be the best at what we do. This is reflected in the fact that all our sales are via word of mouth/recommendations - we do not have a sales team, and we are still growing strongly.

All our roles are remote working, so you will be working from home. As a UK based company, we are looking for a candidate who resides in the UK. It is expected that the Support Coordinator will have a technical background and have experience coordinating / managing IT Support teams and/or services.

We have a great reputation with our customers and are looking to grow the team that support them and continue to improve where we can.

 

If you're a Salamander customer, love our service and thinking of a change of direction in your career, we would love to hear from you

 

The Support Team

The Support Team is responsible for providing comprehensive assistance to our customers, often collectively managing over 100 tickets daily. They work closely with customers to tailor configurations to meet their specific needs. Using an online Service Desk and remote access tools (both proprietary and third-party) the team ensures efficient and effective management of customer installations.

 

Who we are looking for:

The Support Coordinator will coordinate the day-to-day Support function of the team, ensuring the high standards our customers and team have come to expect.

Experience within the Education sector would be a significant advantage.

Attitude will be key, and we’ll be looking for someone who:

 

• is ambitious, adaptable and flexible to business requirements
  
• has strong time-management to prioritise tasks and meet deadlines
  
• uses their initiative and gets things done
  
• is self-motivated and able to motivate and collaborate with their team
  
• is comfortable working with customers and aims to deliver over their expectations
  
• has enthusiasm and interest in technology
  
• can support technical teams
  
• has excellent attention to detail
  
• wants to be the best that they can be and strives for excellence
  
• can work independently and remotely
  
• has a hunger to learn new skills
  

 

As this is a remote role you will need a suitable area for working in your home, a broadband connection and probably a kettle.

Technology being such a fast-moving field, we would expect you to have a thirst for knowledge and be keen to improve your skills, with a proven track record of doing so.

 

What you will be doing

You will be coordinating the existing support team (currently made up of 21 people) who remotely support our range of products into schools and other educational institutions across the UK and further afield.

 

Duties and Responsibilities

Team Coordination:

• Ensure the Support team have the appropriate tools and hardware to complete their roles effectively

• Generate and use forecast data to manage resourcing for busy periods to ensure support can be delivered within the company’s internal SLAs

• Monitor and manage the support queues, ensuring appropriate resourcing is available for tickets and ensuring tickets are categorised correctly

• Lead regular Support Team meetings, disseminating important team information, highlighting excellent service and areas of improvement

 

Operational Excellence:

• Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

• Where required, highlight tickets of particular importance or high priority and ensure these are resourced appropriately

• Ensure that the Support Team have the relevant training and knowledge to effectively support all solutions provided by the company

• Lead on the production of materials, virtual events and documentation to support customers using the solution, including academic year rollover

• Ensure any processes or procedures are discussed with the Operations team and are documented appropriately

• Review and implement strategies and processes for maximising operational efficiencies

 

Strategic Planning:

• Lead on the management and support the use of a Service Desk system and implement changes in conjunction with the Projects and Installations coordinators and Change Advisory Board

• Develop strategies for reporting on the quality of support provided, including KPIs and Support metrics, identifying areas for development and implementing improvement strategies

• Develop and implement policies and strategies to ensure the continued delivery of excellent customer service as the Support Team and customer base grows

 

Collaboration:

• Work with the Installation and Projects Coordinator to manage resourcing around the team

• Provide cover for the Installation and Projects Coordinators in their absence

• Work with the Installation and Projects coordinators to ensure Configurations, Samples and customer documentation such as pre-requisites are kept up to date to reflect any appropriate changes

• Work with the Development and Product teams to request new features and functionality and new tools to support the teams’ function, to minimise the occurrence of common issues and improve the efficiency of the team

As a fully remote-based company since its founding in 2007, our work is conducted predominately from our own homes, although some travel and hotel stay may be needed to allow us to meet as a team and best support our customers.

 

What we will do for you

• We will offer a competitive salary, dependent on experience, together with pension contributions

• You’ll be able to make your mark in the EdTech field and advance your career

• We’ll provide 5 weeks paid holiday per year plus bank holidays

• You’ll have the opportunity for flexibility in your working hours

• We’ll support you in improving your current skills and work with you to develop new ones

 

Next Steps

If you are interested in joining our team, please apply via our Hireful page with anything you want to support your application. Links to social media and community involvement would be great as well. Noting where you saw the ad would be helpful to us.

 

If you would like more information or an informal chat about the role, please ask our Head of Operations, James Webber on LinkedIn.

 

The Transforming Learning Group, provides a comprehensive range of hands-on ICT and computing support, MIS support, GDPR services and consultancy and training. The group provide services to over 5,000 schools across England and employ nearly 350 staff members. We put schools and their needs first, taking care of all their technological needs so that they can get on with teaching and learning.

 

**APPROVED**

Edited January 28, 2025 by Dos_Box

[psydii]

I can't read:

... expect you to have a thirst for knowledge

and not ask if you'd also be expected to have a BA (Hons) Ceramic Design?