Technical Support Advisor

Technical Support Advisor 

Reports to: Head of Integrations 

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

Hours: 8:30am - 5pm with 30 minutes for lunch - 32 hours across a 4-day week (no salary sacrifice)

Salary: £25,000 - £27,000

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 Technical Support Advisor, you will be the go-to person for our technical engagement with the schools. You’ll ensure the Wonde software is installed correctly and assist stakeholders with all integration support and requirements.

As you’ll be joining a fast-paced team that looks after a large and varied customer base, we're looking for a people person and someone with a proactive approach to support the division's growth plans.

What you’ll be doing:

• Act as the first point of contact for any integration 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, virtual calls, videos and email 
• Maintain an innovative mindset by always looking to streamline processes and improve how things get done
• Support the division and wider integrations team in a range of administrative duties
• Keep up to date with new developments in product tests and feedback to senior team members 
• Provide advice and guidance to colleagues within Wonde to support wider business objectives in areas of expertise 
• Collaborate with wider teams to further define and expand the scope of existing opportunities

What we’re hoping you’ll bring: 

• Previous experience in a technical support and customer-focused role 
• Proven track record in a proactive role with the ability to hit and exceed key performance indicators 
• Ability to deliver high-quality work against defined objectives and deadlines
• Self-motivation with the confidence and enthusiasm to take the initiative and get things done
• The desire to learn and take on new challenges 
• Natural in identifying and approaching new ideas 
• Strong ‘can do’ mentality
• Excellent communication skills, both written and oral with a high degree of attention to detail 
• An all-round skill set that can provide support for a wide range of technical enquiries and issues 
• Good attitude towards individual success and team success

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 and Talent Manager: Virtual format, focused on skills & experience
4. Offer stage!

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 

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.