Customer Service Specialist

• Respond to support tickets via Intercom
• Provide clear and timely assistance to apprentices, employers, and internal teams
• Investigate user-reported issues and replicate scenarios
• Follow structured troubleshooting guides
• Document findings and next steps accurately
• Maintain strong communication with customers
• Handle sensitive or escalated issues with professionalism
• Efficiently prioritise and manage high volume of tickets
• Set standard for tone of voice, responsiveness, and support quality
• Deepen understanding of all product features
• Share feedback and ideas to enhance customer experience

• Minimum of 2 years in customer support, client service, or helpdesk roles
• At least 1 year in a tech specialist capacity
• Preferably within education or training environments
• Strong background in client communication
• Excellent written communication skills
• Fluent in Plain English
• Strong interest in technology-enabled products
• Strong reading comprehension
• Ability to navigate complex requests
• Experience managing high ticket volumes

Experience within education or training environments

• Dynamic environment in rapidly growing organisation
• Team collaboration with passionate team
• Professional growth and continuous improvement
• Possible temp to perm opportunity