Technical Support Specialist, Booost Education
£31.9-37.7k
Please note: This is a Part-Time (28 hours/week) Position with a Pro-rata salary: £25,500–£30,000 (equivalent to £31,900–£37,700 full-time).
More information about location
Assistive EdTech tools empowering neurodivergent students' learning
Posted today
Assistive EdTech tools empowering neurodivergent students' learning
1-20 employees
Posted today
£31.9-37.7k
Please note: This is a Part-Time (28 hours/week) Position with a Pro-rata salary: £25,500–£30,000 (equivalent to £31,900–£37,700 full-time).
More information about location
1-20 employees
Company mission
To help shape a world in which education celebrates and supports a diverse range of learning styles and approaches.
Role
Who you are
- We’re looking for an experienced Technical Support Specialist (Part Time) to be the first point of contact for our users experiencing technical issues. You’ll help diagnose problems, provide timely solutions, and work closely with our engineering and product teams to resolve complex cases across Windows, MacOS, iOS, and Android.
- You'll provide empathy and support to each user individually, resolving day-to-day queries efficiently and providing additional information to our Engineering Team for complex cases.
- You will work collaboratively, whilst also taking ownership of the technical support function in the business.
- Experienced in Technical Support within a SaaS or tech environment, with proven troubleshooting skills across all platforms
- Experienced in using support systems and helpdesk software such as Helpscout, Zendesk or similar
- Experienced creating user facing documentation, troubleshooting guides, and how-to-use articles
- Proactive problem solver, organised and able to balance multiple priorities
- Excellent written and verbal skills - articulate, professional and empathetic
- Comfortable working independently in a fully remote setup
- Enjoy learning new tools, adaptable and outcome-focused and takes ownership of tasks and drives results
Desirable
- Have experience supporting disabled or neurodivergent users
- Previous experience using HelpScout
- Previous experience working in a startup environment
What the job involves
- Providing frontline support handling inbound user enquiries and expanding contact options through tools such as inbuilt forms, AI tools, live chat, email, WhatsApp and phone
- Troubleshooting technical issues across platforms and products and escalating complex bugs to our engineering and product teams, ensuring users are updated with progress
- Help to resolve issues including troubleshooting technical issues across platforms, resolving issues relating to logins, licensing, app functionality, and integrations, and escalating complex bugs to our engineering team, ensuring customers stay updated with progress
- Run regular onboarding and troubleshooting sessions to proactively support our users and drive engagement with our products
- Work with our product, development and design teams to ensure documented recurring issues, feedback trends and insights are available to the relevant departments to improve our products and pass on user feedback
- Proactively create and maintain clear support articles, FAQs, and other resources as requested to reduce support demand and empower users
- Use our primary support tool (currently HelpScout) to maintain accurate records of support interactions, ticket trends, and resolutions
Application process
- 1. Apply with your Profile
- 2. A 20-minute Phone Call w/c 20th October with the Head of Product
- 3. Final Interview (video call) w/c 27th October with Head of Product
Our take
Wellness and organisation apps are a dime a dozen, but ones focused specifically on the well-being and practicalities of living with a learning difficulty are far fewer. Booost Education melds mental health support, diary and workload management, and routine building features into one platform.
With a team of disability needs assessors and UX designers behind the app, Booost is backed by founders with a solid understanding of what neurodiverse students need to help them succeed in the study. The product is currently live and available, both for UK students receiving the Disabled Students Allowance grant and for individuals, schools, colleges and universities.
Whilst apps such as Asana and Epic Win dominate the American market, there appears to be space for Booost in the UK software industry. That being said, Booost should partner with universities and DSA governing bodies to make sure it reaches as much of its target audience as possible, who must be convinced to use it regularly for it to make the biggest difference.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 35-hour working week - flexible start & end times to suit your routine
- 28 days’ holiday, plus bank holidays – with the option to buy, sell or roll over days each year
- 5% company pension contribution through salary sacrifice
- Annual cost of living review
- Tech & Home setup allowance to get the equipment you need
- Private health insurance or a yearly wellbeing allowance
- Growth & Development - available resources and training to develop skills and facilitate career progression
- Away Days - two fully paid in-person away days per year
Company values
- Why? - Anyone can achieve great things with the right tools and opportunities. Booost wants to provide that to students across the UK
- What? - We create inclusive digital tools that overcome the barriers to education faced by many
- How? - We strive to understand the needs of students, and use human-centred design to solve their challenges.
Company HQ
Mansfield, UK
Leadership
Laura Penfold
(Director)Co-Founder and Director of Operations at Booost Education. Co-Founder of Ultima Education, using profits from this business to self-fund Booost's success.
Tim Jones
(Director)Co-founder & Director of Booost Education Ltd and Ultima Education Ltd.
Tony Allsopp
(Director and Head of Design)Previously Creative Director & Head of UX at OPEN Health, Digital Design Director at MBC Ltd, Senior Digital Designer at Zone Design and Lead Designer at Trimedia Group.
Share this job