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Firefly
,
Belfast, Antrim
Junior Application Support Analyst (Belfast)
Overview
Job Description
Our Purpose Firefly?s modern learning experience platform is used by over 500 schools in 40 countries. Our Cloud platform liberates teachers to innovate for greater impact in the classroom and beyond, while empowering school leaders with holistic visibility to drive a transformational modern learning strategy for the entire school community. After raising the largest Series A in UK edtech of 4.5m in 2017, we closed a further 5.5m equity round in January 2019. We are proudly backed by BGF, Downing Ventures and Beringea who have helped us build an experienced board. With 1.2 billion primary and secondary school students in the world, we are passionate about supercharging the school experience to help as many of them as possible fulfil their potential. The role We have an exciting opportunity to join our global support team based in Belfast. This role will develop into a critical frontline role, dealing with client requests over both e-mail and telephone and making sure our clients take full advantage of all that our software offers. You will develop and grow with us so that you can quickly understand any issue, diagnose problems, suggest answers, and identify effective next steps. This opportunity is to work within a team with an industry leading reputation for customer service and an overall customer satisfaction rating of 96%. Core skills + Good communication skills both written and verbal + Can look at issues and prioritise them + Projects a positive, friendly and professional image on the phone and in email + Demonstrates a passion for customer service and Technology + Ability to work proactively both within a team and independently + Ability to remain calm under pressure and handle challenging customers + Good organisational skills, time management and able to prioritise workload to meet targets and deadlines + Enthusiasm and willingness to learn new technologies + Reliable and trustworthy, able to work to company processes. + Understand when to escalate an issue Tech Skills: + Basic SQL Skills / Basic understanding of databases + Understanding of HTTP / HTTPS and how IP address? work + Understanding windows environments + Understand what ?The Cloud? is + Understanding basics of GDPR + Basic understanding of coding languages Experience/qualifications: + 1 - 2 years experience in a related role (Application Support) + 1 - 2 years in a customer facing role AND an IT related qualification + Qualifications / certification in Customer service / support + IT based degree / accreditation including: + Computer Science degree + ITIL foundation training + Comp TIA A+/Network + + BTEC level 3 IT award + Microsoft certified + OCR Essential IT skills levels 2 Benefits Our employee benefits include: Bupa health insurance (50% premium contribution), cycle-to-work scheme, travel loans, gym discounts, enhanced parental leave, 4% pension contributions, and 25 days holiday (exclusive of bank holidays) plus 3 additional days for Christmas shutdown! Please see our careers page for a full list of employee benefits.