We're looking for a Support Hero!
We are looking for a Hero to join our growing, dynamic team. The role - Customer Support Lead
Who are we?
Hero is a Student Engagement Platform and is a complete communication solution for schools. We want all our users to experience delight when they use our service. Our number one aim is to achieve this in all areas of the experience. We want our users to be enthusiastic advocates for our software and service.
Mission and Values
“Pedagogy and best practice is the driver of Hero”
Champion the mission
Create solutions that go beyond the functional.
What is Hero?
Creating software that delights people
Hero is a unique application for schools that is simple, secure and stylish. The Hero platform was designed as a tool for teachers to share and track learning. Teachers, students and parents can be involved in sharing learning stories, and formal reporting is available online, in real-time.
Hero is a complete communication solution that is wrapped in a modern, fully cloud-based, Student Management System (SMS) approved by the New Zealand Ministry of Education. The Hero SMS platform is a fully-featured, world-class product that includes online enrolment processing, smart attendance flows, and pupil billing package with Xero integration.
To make the very best of Hero, schools are provided with high-quality service. As a team of experienced educators and school office administrators, we understand schools’ needs and our consulting services reflect this.
The superpowers we are looking for...
Highly personable, positive and enthusiastic.
Works collaboratively and is a team player.
Works independently and is a problem solver.
Uses initiative, is self-motivated with a growth mindset.
An excellent communicator, both written and verbal.
Flexible and adaptable.
Efficient and extremely well organised.
Confidential and professional.
Strong training skills both online and in person.
Excellent digital skills and the ability to quickly learn a wide range of online platforms and applications.
Strong understanding of databases
Analytical and data-driven.
Key tasks and responsibilities include but are not limited to:
Monitor and support the customer experience through the onboarding process.
Identify trends and patterns that emerge and suggest improvements to refine the onboarding experience for all schools.
Responding to customer queries through helpdesk tickets, phone and other appropriate mediums.
Escalate queries to the Customer Success Lead by following documented processes.
Support customers through technical problem solving and liaising with the development team through the appropriate channels.
Write, update and publish documentation for the knowledge base of articles and resources.
Carry out technical tasks for client schools as directed by the Customer Success Lead or Quality Assurance Lead.
Use and update internal documentation so that responses are consistent, accurate and up to date.
Support the induction for new customer support staff.
Provide internal training on product features, enhancements.
Test new product features and enhancements.
Conducting usability research on product features, as required by the Customer Success Lead.
Coach Senior Customer Support representatives
Coordinate helpdesk coverage
Assume the role of “Fire Warden” in the event of a software incident.
Our company is on an international growth path and this role is fundamental to our success. As such we will look to our customer support representatives to have flexibility around times of work.
How to apply:
If you are interested in joining a fast-paced, expanding team where you can help us make a positive impact, apply to Jessica at [email protected]. Please include your curriculum vitae and a cover letter letting us know why you would love to work with us.