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Digital Support Executive

Digital Support Executive

  • Full Time
  • Anywhere

Website Gill Gill

Gill

Gill Education, Ireland’s leading publisher of educational titles, are looking to recruit an EdTech enthusiast and experienced digital expert to provide a high level of digital support and customer care to our variety of customers.  This diverse position offers the successful candidate the opportunity to be a key member of the evolving innovative digital team.  While maintaining and driving continuous improvement for our digital platform, you will also contribute to digital development projects, and work closely with the sales and marketing teams to deliver a high level of customer care.

 

Duties & Responsibilities

·         Provide level 2 digital support and customer care to external users of all Gill Education digital products while achieving annual KPI targets

·         Provide level 2 digital support to internal users of all Gill Education digital products

·         Act as main contact point for third-party resellers of Gill Education digital content

·         Act as main contact point for key stakeholders that support the digital department

·         Keep up to date and knowledgeable about Gill Education print and digital products

·         Support the Digital Manager with reporting, executing and resolving maintenance support tickets with 3rd party vendors for existing Gill Education digital products

·         Contribute to the concept, design and development of Gill Education digital platforms during project scope, design and development phases of such projects

·         Complete platform and browser testing on all new releases and updates to new and existing Gill Education digital products

·         Support the Digital Manager in providing product training on new and existing digital platforms to other divisions within the Education team

·         Maintain and enhance technical skills and keep up to date with technology trends that may impact new and existing Gill Education digital products

·         Build and maintain knowledge base of common reoccurring support issues while updating internal procedures and support documents on an ongoing basis

 

Key Competencies

·         Excellent communication skills (both written and verbal)

·         Real ability to simplify technical solutions (both written and verbal)

·         Excellent customer care and technical support skills

·         Good attention to detail essential

·         Ability to work across functions to find solutions

·         Flexible to work within a fast-paced, high-pressure environment

·         Keen to utilise technologies to improve our customer care experience

 

Experience/Qualifications

·         Relevant Third Level Qualification

·         Customer Care / Digital Support experience essential

·         Experience with Zendesk a distinct advantage

·         Experience working in the Publishing industry a distinct advantage

 

Closing date: 26th July 2021

 

To make an application, please email ccusty@gill.ie with your CV and covering letter. Explain the opportunities you believe this position will hold and tell us about the relevant skills and experience you will bring.

To apply for this job email your details to ccusty@gill.ie.