Parago Software has developed the leading Asset & Estates Management SaaS solution for education, which incorporates IT & Inventory, Premises & Compliance, and another eight associated modules as well as partnering with iHasco, a leading provider of learning management systems and online content with over 100 titles. We have 2,500+ customers mainly in the UK, but also in the US and worldwide. Our sales have seen consistent growth since we started in 2010, with an excellent customer retention level.
We are a 25 strong team of internal and external sales, finance, support and development staff based in Reading. Due to increasing activity in Support and Implementation, we require a Support Team Leader who has been in a PC hardware or software support role for at least five years and ideally has managed other staff. You will need to be within daily commutable distance of Reading, preferably by train as we are just three minutes’ walk from the central station.
Your main day to day role will be managing the support requests and communications from our schools and MATs including email, telephone and livechat, and ensuring we adhere to our service level agreements. This is a hands on role, and you will be expected to lead your team by example The support department is a pro-active entity that manages the accounts of over 1500 schools and you will also need to ensure customers’ past support cases are still resolved by phone calls and emails. The Support Department drives positive renewal results by ensuring all our customers are trained and confident in the system so the ability to identify these opportunities is key. You will be leading three experienced support staff who manage not only reactive and pro-active support but implementation processes, and you would report directly to the Head of Operations. You will also be responsible for supporting the company’s internal CRM system, which is currently Salesforce. Full training will be provided on the Parago solution, and our internal systems. You will need to demonstrate how you work reactively and proactively to improve customer support in your current and any past roles.
Benefits include annual bonus, 25 days holiday per annum plus statutory holidays. We offer a great working environment in the heart of Reading town centre.
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