User Support Officer

Oak National Academy is a fast-paced, innovative organisation working to support teachers and improve pupils’ access to quality education.

We provide free access to thousands of adaptable lesson resources and share inspiration, expertise and best-practice advice on curriculum design. 

Join our agile, innovative team and use your customer and product support expertise to make a difference to thousands of teachers and their pupils across the UK.

Responsibilities

• Manage, respond to and resolve technical and user support queries 

• Create, maintain and monitor usage of support pages, emails and help articles

• Provide insight on user feedback and trends to aid user research, user communications and product design

• As a member of the Oak Team, contribute to the planning and culture of the organisation

• Work in cross-functional and product-oriented squads with colleagues from across the organisation, as required

• Support all work across School Support and take on other general responsibilities as required

Knowledge, skills and experience

• Knowledge and understanding of first and second line customer or product support

• Experience using customer feedback tools and/or CRM solutions to manage user queries

• Experience working in digital/technical organisations or comfortable working with, and understanding, technical issues

The successful candidate will have a desire to contribute in all areas to ensure Oak is successful. You will be comfortable working at pace and you will continuously look at ways that the team can work more smartly. You will be excellent at working as part of a remote team, building relationships and managing your time effectively.