We are looking for a talented individual to oversee support for Assembly. Until now our support desk has been provided by our colleagues at Ark, who also support systems across the Ark Schools network. But now we’re growing rapidly, it’s time to recruit our own support manager.
[h=1]About Assembly[/h]Assembly is a non-profit edtech joint venture from Ark, one of the most successful academy chains in the UK, and the NEON Foundation, who build and invest in transformational digital products. Our mission is to transform the way technology is used for school improvement.
We know that when technology is used well, it has the power to transform a school. However, the systems currently used can stifle innovation. Good products are out there, but there are also major gaps, particularly around assessment and system integration.
We want to change this by building a platform that helps schools to extend, aggregate and analyse their data. We want to reduce the barriers to building innovative apps, support schools to better understand school performance, and ultimately ensure a better education for students.
About the Role
We're looking for someone who is highly literate with an engaging customer service manner. Some knowledge of the sector is also desirable: you may have worked as a school data manager, for example, or in a support role for another edtech company. But if you think you’re a standout candidate that ticks all the other boxes, don’t let a lack of experience put you off applying.
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Key responsibilities[/h]
Manage our support function (powered by Zendesk). This includes all first and second line interactions from both schools and third-party developers. For example, you may be helping a data manager to configure the Assembly platform for their school, or responding to a developer who has a question about how to use our Platform API.
Escalate issues to our dev team where deeper technical expertise is required.
Build out our support site (also managed via Zendesk), so that support requests are minimised because high quality support materials (e.g. articles / videos) are available.
Troubleshoot issues to assist the development team. This could involve replicating bugs and system errors, or checking that applied fixes are working as expected.
Handle ad-hoc project management and administrative support. As a small team, we all muck in with jobs like room booking and task management.
Assist with sales conversations with current and potential customers, for example by conducting demonstrations of the Assembly platform.
For full details of the role and to apply, visit: https://assembly.homerun.hr/support-manager/en
NB. This post is subject to a Disclosure and Barring Service Check
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Timeline[/h]Application closing date: Wed 9 March, noon
1st round interview: Wed 16 March & Fri 18 March
2nd round interview: Mon 21 March & Wed 22 March
