Support and onboarding analyst - OpenAthens - Hybrid

Salary: From £24,000 + 13% Shift allowance per annum depending on experience
Contract: Permanent 
Hours: 35 hours per week 
Reports into: Customer Success Team Lead
Location: Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford.   Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

About the role: 

This is a technical role within the OpenAthens customer success team. We provide expert knowledge, first-class support and a great customer experience to our global customers using OpenAthens products and services. You will be providing service desk and implementation support to both new and existing customers as well as partners worldwide, who rely on the team’s expertise and guidance. 

We are looking for a keen and motivated individual with previous experience in a customer facing role and a passion for delivering a gold standard of customer service. You will need to use your strong customer service skills, including empathy, listening skills and patience to ensure all our customers and stakeholders receive a high level of service.  

About Jisc:

Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions. Our talented people bring their own unique skills and experience to empower our members and customers with the technology they need to succeed. Take your next career step with us and you can make a real difference to the education and research sector.

Starting at the initial level, team members can progress to mid-level and senior. As a dynamic and adaptable team, our responsibilities will change over time but at all levels, you will be expected to: 

• Provide first-class customer support for all OpenAthens products. 

• Ensure all customer support queries and tasks are handled effectively and in line with our processes and SLAs. 

• Provide effective and timely monitoring and triage of all incoming customer support queries. 

• Identify trends or patterns and communicate these appropriately. 

• Follow the appropriate technical and commercial escalation paths when required. 

• Actively contribute to team performance and process improvements. 

Key Skills and Experience: 

• Experience in software/SaaS/application support would be preferred 

• Previous experience working in a customer-facing role. 

• Ability to communicate with both technical and non-technical customers. 

• Excellent time management and organisational skills. 

• Able to confidently problem-solve and troubleshooting. 

• Knowledge of web technologies and how basic web applications work would be advantageous. 

We are constantly changing and evolving at Jisc, so this job description just gives a flavour of what the role involves. It will change as our operations develop.

Don’t meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!
 

Why work for us?

At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working.

It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. Our hybrid working policy is flexible, and the frequency of time spent in your nominated office will vary across teams and job roles.

Take a look at our fantastic benefits!

We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days
• Generous flexible pension schemes
• Protection benefit – life cover
• Annual Jisc performance award
• A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support
• A generous budget to support you with external learning and Continuous professional development
• Allocated allowance of up to £250 to equip your home office
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• The opportunity to donate to charity tax-free with our Payroll Giving benefit
• Electric Car Lease Scheme and option to purchase SmartTech – spreading the cost of your everyday white goods and technology
• A wide range of discounts from retailers and big-name high-street stores and CSSC membership
• Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave
• Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use
• Free flu vaccinations
• Employee recognition awards and travel loans
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning

Equity, diversity and inclusion

At Jisc, we don’t look for ‘sameness’, but to truly include people who can add unique perspectives and experiences to our culture, and we are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles which actively encourages us to bring our whole authentic selves to work. We believe that our commitment to equity, diversity and inclusion is fundamental to our success.

Jisc believes our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work with passionate colleagues to strengthen knowledge and awareness, provide learning and development opportunities, and foster multiple employee networks which create a sense of community and influence our policies and practice.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process

We want you to showcase your talent throughout the recruitment process. Please let us know how we can best support you to do that; for example, if there are any reasonable adjustments we may be able to put in place. We will be happy to help you.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls.

Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.