Software Specialist Vacancy

Vacancies

Software Specialist

For over 17 years, OneFile has pioneered Edtech, supporting over 1.2 million people and 750 organisations to learn for their future. We are part of the Harris Computer group, a global conglomerate focused on mission critical software solutions.

OneFile employs the brightest most passionate people; we would love for you to join our growing team!

OneFile are looking for someone with a passion for customer service to join our amazing customer support team, as a Software Specialist, providing primary support to OneFile’s customers, over emails, tickets, calls and live chat.

At OneFile, we’re extremely proud of the customer service we provide. We strive to delight our customers with every interaction they have with our team. We achieved customer satisfaction scores of 98% in the last year and retained our Customer Service Excellence accreditation.

Our team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface. We also create and maintain hundreds of user guides, help articles and videos to make sure our customers have as much information at their fingertips as possible.

Responsibilities:

  • Respond to and resolve customer enquiries
  • Maintain our excellent standards of service and customer experience
  • Troubleshoot common issues and problems within the products
  • Escalate enquiries where necessary
  • Manage customer expectations around escalated issues and work with the Technology team to resolve them
  • Develop and update supporting materials and guides

Knowledge, Skills & Behaviours:

  • Strong customer service ethos
  • Excellent written and verbal communication skills
  • Advanced troubleshooting skills
  • Ability to work well as an individual and as part of a team
  • Knowledge of general IT and software
  • Existing knowledge of OneFile products (desired, but optional)

Success Measures:

  • Customer satisfaction
  • Customer feedback
  • First contact resolution
  • Average response and resolution times
  • Average call time to answer
  • Internal quality ratings
  • Total enquiries resolved

The application process is handled by our group company Harris and you will be transferred to their site once you hit the apply button