Job Description
Tyro is on an exciting journey to revolutionise the systems employed by schools in handling their data, workflows, and student progress. Schools face many challenges today, such as excessive workloads, limited resources, constant changes, and administrative pressures on teachers and staff. However, we firmly believe that there is a more effective approach, one that begins by equipping everyone with the right tools and technology. We are actively developing a platform that we wholeheartedly believe in. Moreover, we have assembled a diverse team comprising experienced specialists, former educators, and passionate Edtech engineers who are committed to making a positive impact in the field. As a team we previously successfully developed Europe's leading platform for school administration and timetabling, catering to millions of teachers, students, and parents. Tyro is the next-generation platform with greater ambitions. Join us to help achieve our goal - enhance the lives of teachers and improve the outcome of millions of students worldwide. About the role We are hiring School Engagement Executives - to be based in our Dublin office - with strong and proven customer services experience, ideally for a web-based application or in a dynamic startup environment. The School Engagement Executives will build and expand upon our professional and quality support service to all Tyro customer schools and ensure customer satisfaction by meeting or exceeding internal targets and expectations. What you will be doing Effectively resolve customer enquiries in a considerate, accurate, and timely manner via helpdesk, phone, email, and online chat. Work alongside other teams to obtain additional information or support and manage customer expectations. Triage incoming requests and spot trends in customer issues to flag for the wider team. Compose thoughtful, personalised responses for a variety of customer requests. Empathise with every aspect of the customer experience, putting customers needs first. Identify, reproduce, and document bugs for our engineering teams. Work with product and development teams to test new features and bug fixes and surface meaningful customer feedback. Create and maintain product documentation, application notes, training manuals, and knowledge base libraries as well as ensure the accuracy of our CRM (Hubspot). Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation. Conducting training sessions for customers. Make active contributions to help achieve team goals and successes. What you should have You are fluent in English and are a strong, confident, and exacting writer. You care deeply, genuinely, and passionately about customer support and about the role it plays in making a customer-centric team successful. You have prior experience in a similar role. You know that every bit of work you do makes a real difference in making our customers happy. You are a self-motivated, proactive team player with innovative ideas to inspire customer adoption. You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly. You exhibit diplomacy, tact, and poise under pressure when working through customer issues. You can work with us in our office in Dublin, Ireland. Bonus Points You are familiar with or have previous experience with the Irish Education system. You have a cpla focal as Gaeilge. You have previously worked with customer support for a web-based application or in a dynamic startup environment. Interview process 1st stage interview 2nd stage interview Tyro is an equal opportunities organisation Our goal is for Tyro to be a workplace that represents, celebrates, and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds. What we offer The chance to work alongside a team of hard-working, passionate people in a role where youll see the impact of your work every day. Get in touch to hear about all the benefits available for this role. Skills: Customer Service Excel