Associate Customer Support Specialist

Associate Customer Support Specialist

Reports to: Lead Communications Advisor & Lead Technical Advisor

Location: Hybrid - 2-days on-site (Newmarket) 2-days WFH

Hours: 8:30 am - 5 pm with 30 minutes for lunch across a 32-hour week

Salary: £24,000

Product: Wonde -

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. 

Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier. 

The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group. 

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Wonde is:

Wonde revolutionises the educational landscape by providing an advanced cloud-based data management solution tailored for over 29,000 schools worldwide. Through cutting-edge technology, we empower educational institutions to streamline and optimise the way they handle and distribute their data to third-party applications.

By leveraging Wonde's innovative platform, schools can efficiently manage vast volumes of information critical for administrative tasks, academic planning, and student support services. This streamlined approach allows schools to prioritise student learning with ease.

Job snapshot:

As a Customer Support Specialist, you will be the go-to person for our engagement with the schools. You’ll be the first point of contact for our edtech partners and you’ll be tasked with communicating with them via several channels to understand their needs.

What you’ll be doing:

• Act as the first point of contact for any customer queries and strive towards first-contact resolution, championing best practices
• Utilise the ticketing platform, Zendesk to ensure support requests are logged and responded to correctly 
• Collaborate and partner with the schools to arrange appointments, complete integrations and troubleshoot any issues 
• Nurture existing relationships to ensure stakeholders are fully supported and maximising their partnership with Wonde
• Support stakeholders via phone, video calls and email 
• Support the division and wider integrations team in a range of administrative duties
• Collaborate with the wider integrations team to support and expand the scope of existing opportunities 
• Collaborate with the wider integrations team to ensure queries are resolved accurately and on time

What we’re hoping you’ll bring: 

• Experience in a customer-focused environment 
• The ability and desire to work in a proactive environment with key performance indicators
• Strong ‘can do’ mentality
• Excellent communication skills, both written and oral with a high degree of attention to detail 
• The desire to learn and take on new challenges 
• Self-motivation with the confidence and enthusiasm to take the initiative and get things done
• Good attitude towards individual success and team success

What you'll get:

Beyond is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience. 

We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be. 

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 
• Flexible working schedule/work-from-home opportunities
• Onsite gym facilities 
• Annual personal and professional development budget 
• Buying and selling holiday scheme
• Additional holiday for length of service 
• Annual allowance for volunteering days 
• Onsite trained mental health and well-being champions 
• Monthly lunch club (on us) 
• Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives) 
• Enhanced maternity, paternity and adoption benefits 
• Electric car scheme 
• Cycle to Work Scheme 
• Eye examination scheme 
• Financial contribution to the set up of work-from-home environments 
• Use of new and leading technology in the form of Apple products 
• Frequent company-funded social events
• Office closure between Christmas & New Year 
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme 
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes: 

• Enhanced pension payments
• Retail vouchers 
• Private medical insurance
• Dental plan 

What to expect in the hiring process:

1. Exploratory telephone conversation with the Talent Team: A relaxed discussion to explore mutual expectations, including, culture fit, background and interests.
2. Written exercise
3. Final interview with the Hiring Manager & Talent Manager: Virtual format focused on skills and experience
4. Offer!

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

We're excited about finding the right person for this position! With the dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll be filling the role once we find the perfect match.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.