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We have been a leading figure in publishing for more than 500 years. We have always been a forward-looking organization, maximizing the technology for the day, but the digital revolution is bringing enormous change, fast. That same spirit of adventure and entrepreneurialism is critical to our future success. In a fast-changing publishing landscape, OUP welcomes the inquisitive, the inventive, and the ambitious; people who challenge the conventional, and pioneer the possible.
About the Role
To provide technical and user support to customer services, external customers and business users of Oxford Education digital products and to support the provision of platform services to customers.
Key Responsibilities
Provide second-line support for customers and end users via phone and email for calls escalated by the first-line support team, so that customers receive prompt and effective support in accordance with the agreed service levels for the platforms.
Research problems raised by customers and end users and work with Customer Services and the platform development teams to find solutions, so that customers receive timely and effective solutions to technical support queries.
Maintain and keep up to date all relevant technical support and help sites, including adding frequently asked questions and suggesting ways to improve the aid given to customers, so that Customer Services are able to resolve as many technical issues as possible during first-line support calls.
Maintain an up-to-date record of all customer interactions and product issues and fixes on the technical support database, and generate reports to key stakeholders within Oxford Education to ensure they are kept informed of issues and progress.
Support and train Customer Services and business users in using the services provided through the Oxford Education platforms so that they are able to resolve issues quickly and maintain Oxford Education’s reputation for speedy responses to customers.
Carry out minor technical improvements to help to keep the platforms operational and provide support to the development and support teams where required.
Attend Platform Owners Groups (POGs) representing customers in the prioritisation discussion regarding platform changes.
Carry out user acceptance testing (UAT) to agreed timeframes and standards; liaise with schools to carry out user testing – to ensure our products are thoroughly tested and releasable to the market.
We operate a hybrid working policy and expect this role to require 1 day per week in our Oxford office.
About You
Professional attitude
Excellent communication skills (verbal and written)
Experience of a customer-facing role, preferably providing telephone support
Experience in a technical support role
Knowledge of UK schools market and/or educational publishing (desirable)
Knowledge of front-end programming: XML and HTML (desirable)
Familiarity with back-end systems including: CMS, LMS, SAP, integrations (desirable)
Benefits
We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect of working hours and the use of technology to support regular remote working, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.
Please see our Rewards and Recognition page for more information.
This vacancy may close before the advertised closing date. If you are interested, please submit your application as soon as possible.
We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
