Customer Support Engineer

Salary: £30,500 – 32,000 per year

Requirements

• Excellent customer relationship and service management skills.
• Exceptional verbal and written communication skills.
• Excellent time and project management skills, including the ability to prioritise and plan for maximum efficiency.
• Good understanding of Salesforce or a similar CRM, including service measurement tools, analytics, metrics, and insights.
• Good understanding of the education market and curriculum, both formal and informal.
• Preference for familiarity with the Microsoft Office Suite (Office 365).
• Preference for Salesforce case management experience (Service Cloud).
• Preference for a love of and knowledge about film.
• Enhanced DBS clearance and/or Access NI check or Disclosure Scotland check, depending on location, for roles working regularly with children and member data.

Responsibilities

• Provide customer service and manage support queries from users of our products and services through Salesforce, including email inboxes, phone calls, and live chat.
• Troubleshoot technical issues and, when necessary, escalated to the Customer Support Engineer Coordinator and/or digital team via Jira.
• Participate in the rota for answering our main phone line.
• Keep support documentation, including FAQs, knowledgebase content, and website pages, up to date with the latest solutions.
• Assist with detailed reporting on customer service issues using our CRM, including issue type and frequency.
• Assist with creating and distributing support-focused surveys to our users.
• Support onboarding and provide escalation support where demand requires outsourcing to service vendors or contractors.
• Support the Customer Support Engineer Coordinator on projects and work areas defined by the Head of Product and Technology.
• Undertake any other reasonable duties assigned by Into Film.
• Maintain quality in all dealings with stakeholders, including teachers, children and young people, industry partners, funders, supporters, parents and carers, and the public.
• Actively live our EEDI values and ethos in everything we do.
• Contribute to long‑term planning to support growth in line with demand and resources.
• Contribute to the regular monitoring and evaluation of our work.

Technologies

• Cloud
• CRM
• Support
• JIRA
• Office 365
• Salesforce

Benefits

This is a part‑time, fixed‑term Customer Support Engineer role for 20 hours per week, Monday to Friday from 8am to 12pm, on a hybrid working basis from Edinburgh, Belfast, Cardiff, Salford, or London. We offer flexible working where the role allows, including compressed hours, and a range of staff benefits such as pro‑rated annual leave, matched pension contributions, enhanced family leave, study loans, travel loans, wellbeing support, health insurance, and discounts through our benefits portal.

#J-18808-Ljbffr…