Support and Onboarding Analyst

This role works on a shift pattern basis with a 15-hour day being covered by three shifts. These are split across the team, and you have the option to work these from your nearest office or from home.

Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions.

Join us and your contribution will help us to empower UK universities, colleges, research institutions and wider customers with technology so that everyone prospers.

About the role

This is a technical role within the OpenAthens customer success team. We provide expert knowledge, first-class support and a great customer experience to our global customers using OpenAthens products and services.

You will be providing service desk and implementation support to both new and existing customers as well as partners worldwide, who rely on the team's expertise and guidance.

We are looking for a keen and motivated individual with previous experience in a customer facing role and a passion for delivering a gold standard of customer service. You will need to use your strong customer service skills, including empathy, listening skills and patience to ensure all our customers and stakeholders receive a high level of service.

Starting at the initial level, team members can progress to mid-level and senior. As a dynamic and adaptable team, our responsibilities will change over time but at all levels, you will be expected to:

• Provide first-class customer support for all OpenAthens products.


• Ensure all customer support queries and tasks are handled effectively and in line with our processes and SLAs.


• Provide effective and timely monitoring and triage of all incoming customer support queries.


• Identify trends or patterns and communicate these appropriately.


• Follow the appropriate technical and commercial escalation paths when required.


• Actively contribute to team performance and process improvements.
  
  Experience in software/SaaS/application support would be preferred


• Previous experience working in a customer-facing role.


• Ability to communicate with both technical and non-technical customers.


• Excellent time management and organisational skills.


• Able to confidently problem-solve and troubleshooting.


• Knowledge of web technologies and how basic web applications work would be advantageous.
  
  At Jisc, we strive to be best in practice and are working hard to achieve progressive change. 'Always inclusive' is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.
  
  Salaryc£24,000


• WorkplaceHybrid, or partially remote


• LocationBristol · Londonand 2 others, At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.


We celebrate diversity, embrace our differences and know that this is critical for our success. We work hard to make sure we're inclusive and we are committed to furthering our culture of inclusion. So, if you are great at what you do and share our values, we want to hear from you.

At Jisc we believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life.

We offer hybrid working and although the majority of our staff work from home, getting face to face is something we value and find time for when we can. If you prefer an office environment all our hubs are open and offer a great space to work.

Our benefits are great too. We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments


• 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas


• A generous pension scheme


• A range of leave options, including parental leave, 3 days volunteer leave per annum and even career breaks.


• A generous budget to support you with external learning and Continuous professional development


• Allocated allowance of up to £250 to equip your home office


• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning


• Mental health first aid trained staff and supportive environment,


• Financial well-being support


• The opportunity to donate to charity tax-free with our Payroll Giving benefit


• A wide range of discounts from retailers and big-name high-street stores


• Cycle to work scheme


• Employee recognition awards and travel loans


• Additional Flexible benefits include Holiday Buying - Purchase 1-5 days' additional holiday per annum, Healthcare Cashplan, Electric Car Lease Scheme and option to purchase SmartTech