Support Agent 2nd Line

The position will focus on providing customer support for school MIS systems. You will develop a high level of knowledge across our products and specialise as a Subject Matter Expert (SME) in one or more areas of the MIS platform.

Reporting Structure

You will report to your Helpdesk Team Leader, who will provide day-to-day supervision, task allocation, and operational support. Your wider reporting line will be to the Helpdesk Manager, who is responsible for strategic direction, performance management, and ensuring alignment with departmental goals and service standards.

Duties & Areas of Responsibility

• Manage a variety of customer requests, ranging from general queries through to complex incidents.
• Maintain a high level of product knowledge and expertise as the product continues to evolve.
• Become a Subject Matter Expert (SME) for one or more products within the MIS platform.
• Provide feedback and support to Product Owners to help improve product functionality and customer experience.
• Investigate technical issues using your product expertise and elevate to higher support tiers where required, including the use of SQL where appropriate.
• Act as an escalation point for the first-line support team, assisting with product queries and supporting the all-day call function.
• Provide call overflow support during peak periods and lunchtimes.
• Take ownership of customer issues and requests, maintaining clear communication throughout the resolution process.
• Deliver exceptional customer service, ensuring customers feel supported and are able to maximise the value of the product.

Skills & Experience Requirements

• Strong organisational skills with the ability to manage multiple priorities.
• Good diagnostic and problem-solving skills.
• Excellent written and verbal communication skills.
• A professional and customer-focused approach.
• Strong time management skills and the ability to prioritise workload effectively.
• Experience working in a customer-facing environment.
• Experience in the following areas would be highly advantageous:
• Previous experience in a technical support role.
• Previous experience working with MIS systems, preferably Bromcom.
• Experience within an educational technology environment.