Folklore Ventures
Folklore Ventures

Associate Technical Support Advisor



IT, Customer Service
Newmarket CB8, UK
Posted on Tuesday, June 18, 2024

Associate Technical Support Advisor

Reports to: Lead Communications Advisor & Lead Technical Advisor

Location: Hybrid - 2-days on-site (Newmarket) 2-days WFH

Hours: 8:30 am - 5 pm with 30 minutes for lunch

Salary: £22,000 - £24,000 (based on 32 hour week)

Working pattern: 9-12 month contract

Product: Wonde -

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools.

Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier.

The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group.

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Wonde is:

Wonde revolutionises the educational landscape by providing an advanced cloud-based data management solution tailored for over 29,000 schools worldwide. Through cutting-edge technology, we empower educational institutions to streamline and optimise the way they handle and distribute their data to third-party applications.

By leveraging Wonde's innovative platform, schools can efficiently manage vast volumes of information critical for administrative tasks, academic planning, and student support services. This streamlined approach allows schools to prioritise student learning with ease.

Job snapshot:

As an Associate Technical Support Advisor, you will be the go-to person for our technical engagement with the schools. You’ll ensure the Wonde software is installed correctly and assist stakeholders with all integration support and requirements.

You’ll work closely and be supported by the wider integrations team on how best to navigate your new role.

You need not worry about previous technical experience, we're looking for a people person, an individual who enjoys supporting others.

What you’ll be doing:

  • Act as the first point of contact for any integration queries and strive towards first-contact resolution, championing best practices
  • Utilise the ticketing platform, Zendesk to ensure support requests are logged and responded to correctly
  • Collaborate and partner with the schools to arrange appointments, complete integrations and troubleshoot any issues
  • Nurture existing relationships to ensure stakeholders are fully supported and maximising their partnership with Wonde
  • Support stakeholders via phone, video calls and email
  • Support the division and wider integrations team in a range of administrative duties
  • Collaborate with the wider integrations team to support and expand the scope of existing opportunities
  • Collaborate with the wider integrations team to ensure queries are resolved accurately and on time