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CUSTOMER SUPPORT ENGINEER (UK)

ABOUT US

We are the innovators, educators, and altogether nice bunch of folk behind the award-winning Learning Journey Platform, PebblePad. Our 17-year journey has seen us consistently push the technology boundaries, build an enviable global customer-base, and gain a reputation for being the kind of company people really like doing business with. Big enough to be trusted by leading organisations across the globe, but small enough to value every team member. It's why our customer-base, just like our team, is growing year on year. If you want to be part of something incredible, and make a difference to future generations of learners, read on. 


ABOUT THE OPPORTUNITY

As part of our exciting growth plans we are looking for highly-motivated, dynamic people who are passionate about learning, learners and shaping the future of education. Our global Learning Services team is pivotal in the delivery of our core goal of ensuring our customers are delighted and supported through every step of their journey with us.

A Customer Support Engineer is required to: 

  • Support customers and colleagues by assisting with the design, implementation and resolution of integrations between their own systems and PebblePad.

  • Respond directly to customers and colleagues to help solve complex technical issues with simple, easy-to-follow instruction.

  • Triage, isolate, identify and recreate issues and work with development and platform teams to resolve them within Service Level Agreement targets.

  • Write and manage technical knowledge base articles to support customers in a self-service capacity.

  • Provide just-in-time support, synchronously or asynchronously, to guide users with their customised requirements. 



WHAT YOU'LL BE DOING

While two days are never the same, typically the life of a Customer Support Engineer at PebblePad involves:
  • Responding to customers via email, phone and live chat to answer queries related to the PebblePad platform and escalating or delegating as required.

  • Replicating and understanding customer issues by investigating log file trails, error details and source code analysis.

  • Liaising with the Implementation Manager to understand integration requirements and provide technical assistance to customer infrastructure and development teams.

  • Managing, configuring and troubleshooting single sign-on integrations using technologies including Shibboleth and Azure AD.

  • Assisting customers with understanding, implementing and troubleshooting API integrations with our software.

  • Producing bespoke reports across complex data for internal and external contacts using Excel and PowerBI.

  • Being an active presence in our community forums and provide one-to-many responses to thread queries.

  • Contributing knowledge base articles.

  • Writing or recording short customised just-in-time guidance where required.


ABOUT YOU

Your current job title may differ, but most importantly you will share our vision to support users with outstanding customer service, and will have:
  • 3+ years’ experience in customer service or related field.

  • Excellent communication skills with the ability to adopt a suitable tone, whether written or in conversation, and are fluent in English. 

  • Strong troubleshooting, diagnosis and root cause analysis skills.

  • Basic programming skills and the ability to read and understand code, preferably JavaScript and C#.  

  • Knowledge and experience of Shibboleth Service Provider, Active Directory/LDAP, LTI, AD-FS, OAuth/OAuth2.

  • Knowledge and experience of querying databases to investigate issues and produce ad-hoc reports 

  • Service Desk experience; as an administrator or senior agent

  • Patience, empathy and passion for customer satisfaction.

  • Problem-solving and project management skills and can prioritise your workload without instruction to meet tight deadlines.

  • The flexibility to work across international time zones in support of our global customers and colleagues, including weekends and public holidays.


Desirably, you will also have:

  • Knowledge of PowerBI, Postgres and MongoDB, SAML2, GQL, C# and JavaScript.

  • Freshdesk certification.

  • A familiarity of the language, structures and practices of Higher Education and history of working alongside academic and administrative colleagues.

  • A thorough understanding of learners, learning and assessment and PebblePad’s approach in shaping the future of education.

  • PebblePad experience; as an administrator, builder and end user.

  • VLE experience; Blackboard (Learn/Ultra) Canvas, Moodle, Brightspace, Sakai.

The salary range is £32-45k, dependent on skills and experience, and includes a generous benefits package. The role is full time and may be located at our Telford office or remote working if preferred. We believe in inclusion and diversity and are an equal opportunities employer.

INTERESTED? WHAT NEXT?

It's simple. Complete the form below and attach your CV (max 2 pages) together with a short cover letter extolling your virtues and explaining why you are absolutely, certainly, unquestionably, the person for this job. Please note, due to various employment restrictions we are unable to accept applications from non-EU citizens. We also regret to inform you that we cannot sponsor work visas at this time.