Education Support Officer

Job summary
Permanent- Term time working available


Doublestruck has been producing assessment software (Exampro and Testbase) for teachers for over 20 years. It is used across primary and secondary schools in England and other English-speaking schools. The software was designed by teachers for teachers and educational need drives development and communication. The support team should have a good understanding of schools and provide empathetic help to teachers both in response to requests for help and by ensuring communications are clear and effective.

Purpose of role:
To offer support to users of Testbase, Exampro and other assessment products providing effective and knowledgeable response and guidance to teachers on the phone, electronically and face-to-face, capturing details of issues and liaising with appropriate people within the business for advice and resolution. Reviewing and proposing communications to teachers across the products, promotional materials, FAQs, help pages, tutorials and websites in the light of common queries and misconceptions.

Reporting to: School Liaison Manager

Location: Guildford, with occasional days in the London office for orientation, training etc.

Working hours: Options exist for full time as well as term time only, working days & hours to be defined but will be shifts arranged in line with colleagues ensuring appropriate cover for responsive teacher support.

Key responsibilities:

Teacher support - proactive

With awareness of the school environment, teacher needs and time constraints:
●Communicate effectively and engagingly with teachers at all times.
●Help teachers get the most from Doublestruck products and services.
oReview all support and guidance communications about the products to ensure highest possible standard.
oEngage with current teacher guidance, FAQs and other support information.
oCreate new help documentation/update help portals as necessary.
●Participate in product development discussions so that common queries and requests from teachers are addressed.
●Attend some exhibitions and conferences.

Teacher support - responsive

●Directed by the Support Team Leader, answer phone and electronic communications and provide help regarding all aspects of Doublestruck’s services.
●Work with our support helpdesk system to ensure all queries are logged accurately and resolved in a timely fashion.
●Consolidate issues and queries to share information with appropriate colleagues so that, collectively, effective solutions can be found.
●Report particular issues that need to be addressed by production and technical team using Trac (our reporting system) or more immediate communication to ensure appropriate resolution of problems that cannot be handled by first line support.
●Support the finance team in processing orders as required.

How to apply

In the first instance please send a CV and covering email to