Support Specialist

Role Introduction:

Are you passionate about education and skilled in technical problem-solving? Do you want to make a difference by supporting colleges and training providers in their mission to empower learners? If so, we have the perfect role for you!

We’re looking for an Education Support Consultant to join our dynamic team. This is a hybrid role, based at our Mailbox office in Birmingham (min. 2 days per week) with the flexibility to work remotely otherwise.

We provide cutting-edge Financial and Management Information Systems (MIS) to the further education, higher education, and independent training provider sectors. Our solutions help institutions deliver outstanding services to students and stakeholders. With a supportive team and a commitment to excellence, we’re here to make a real impact.

You will be joining a fast-paced support department that is passionate about delivering excellent customer service and resolving customer issues. You will be involved in all aspects of technical and application support relating to our products.

What You Will Do:

• As a Support Consultant, you will be responsible for handling incoming support calls and emails, undertaking any relevant issue investigation ensuring all key information is accurately captured.
• Deliver Expert Support: Investigate and resolve technical issues using SQL and other tools within our ProSuite MIS system.
• Understand the Sector: Leverage your knowledge of college operations, funding rules, and terminology to provide tailored solutions.
• Engage with Customers: Collaborate with educators and administrators, addressing their challenges with empathy and professionalism.
• Problem-Solve with a Technical Edge: Apply your technical mindset to uncover root causes and resolve issues efficiently.
• Manage Priorities: Handle support queues effectively, ensuring critical issues are resolved promptly.
• Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
• Perform and undertake all aspects of technical support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to accurately diagnose problems, remotely monitor, pre-empt faults and ensure the successful resolution of issues.

What You Will Have:

We’re seeking someone with either experience in technical support or a background in the education sector—ideally both.

Must-Haves:

• Experience in a customer-facing technical support role, OR
• A background in further education, higher education, or training providers (e.g., as a teacher, administrator, or funding specialist).
• Strong communication skills with a customer-first attitude.
• Resilience and positivity, especially when dealing with challenging situations.
• A technical mindset with a willingness to learn SQL (prior experience preferred).

Bonus Points For:

• Familiarity with MIS systems like ProSuite.
• Knowledge of funding rules and processes in the education sector.
• Previous experience working with or supporting colleges and training providers.

Successful candidates will join a one week bootcamp to develop their soft skills and system knowledge prior to starting the role. You will then be supported by senior members of your team to help develop your knowledge within the product you are supporting, followed by continuous development as part of our Support Development Programme.

About Us:

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

Ready to Apply?

If you’re ready to bring your expertise to a team that values education and innovation, we’d love to hear from you! Whether you’re a seasoned technical support professional or someone with deep knowledge of the education sector, we’re open to helping you thrive in this role.

Apply Now and join us in shaping the future of education support!