Helpline & Technical Support Officer (term time only)

Essex County Council
19 Jan 2019
23 Jan 2019
Contract Type
Full Time
Role will be term time only , 39 weeks per year attended, 44.7 paid
Salary is £17,500 per annum full time equivalent, £15,002.88 per annum term time.

The Role

The purpose of the role is to support customers in their use of Target Tracker software. Providing solutions to enable schools to use the software to its full potential and as a result improve the learning outcomes for all children and raise standards in schools.

EES for Schools provides various functions for schools in Essex and beyond. It consists of several services to schools, one of which is Target Tracker.

This role is to contribute to providing a high quality telephone, email and remote access helpline for subscribing schools. It includes providing course support across the country, one to one support and training in schools and remotely, and a data preparation service for new customers, as well as customer liaison and software testing activities.

You must ensure that schools who subscribe to Target Tracker software are supported by an excellent Helpline and Technical Support team, who constantly strive to provide an outstanding service. You will be measured against agreed service standards.

The Helpline role is office based but the Course Support and in-School Support requires the Officer to travel to schools across England, sometimes at short notice. The ability and willingness to drive long distances and be away from home overnight is essential.

Key ResponsibilitiesHelpline Support

* Responsibility for accuracy when investigating queries and issues in schools’ data within Target Tracker programs in an efficient, friendly and supportive manner.
* Ensuring that all calls and emails to the helpline for support received by 4pm are responded to on the same day and that less than 10% of all incoming calls are diverted to voicemail and that all calls are recorded accurately in the CRM database.
* When using remote support or following school visits the officer is expected to achieve a 90% good or better response on satisfaction questionnaires.
* The officer must be confident to use own initiative, to take responsibility for prioritising own workload, to ensure prompt resolution to all calls, or to re-assign to 2nd level support when necessary, and to ensure that 98% of calls are resolved within 5 days.
* To carry out own research to keep up to date with national educational changes and DCSF strategies and also functionality and new features of the software.
Course Support

Responsible for providing support during courses in Essex and elsewhere including setting up internet access, installing software, importing data, general troubleshooting of issues that might occur during courses.
Software Support

Responsible for providing software support, advice and training in schools and remotely, including installing software, importing data, general file management and troubleshooting of issues as requested. The officer is expected to achieve a 90% good or better response on satisfaction questionnaires following visits to schools.Data Preparation service

Responsible for ensuring that data prepared for schools is to a very high standard and that the school receive written feedback on the work, and that the trainer and the Helpline Manager are copied in on this communication.
Software Testing and Customer Liaison

To participate in software testing activities when requested

To participate in customer liaison activities when requested



* Maths and English qualifications of at least GCSE Grade C or equivalent (or by proven experience)
* Good level of general IT skills including use of Microsoft Windows, Office applications, software installation, internet and school network issues
* Ability to manage own time efficiently, take responsibility for own work prioritising effectively
* Strong interpersonal skills and the ability to communicate clearly when under pressure
* Ability to use own initiative when deciding how to approach a problem, to find accurate solutions quickly and to share knowledge with rest of team in a timely manner
* Willingness to undertake own research to increase understanding of school data and software
Highly Desirable

* Knowledge of all stages of the Primary Curriculum, current DCSF and other strategies and how pupil assessment is managed in schools and reported to Ofsted
* Experience of providing telephone helpline support, excellent listening skills and the ability to communicate clearly and effectively
* Experience of training people in using ICT products, both using phone and face to face

Qualification certificates should be brought to interview.

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found on https://(url removed)/benefits

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us

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