Support and onboarding analyst - Hybrid - Permanent

Support and onboarding analyst - Hybrid - Permanent
Salary: £25,500 per annum + shift allowance after training + comprehensive benefits package
Jisc grade: (internal use only)
Hours: 35 hours per week
Shifts: Core working hours whilst training, followed by Monday-Friday rotating 4-weekly shift pattern (Early 07:00 -15:00/Core 09:00 - 17:00/Late 14.00-22.00)
Reports into: Customer success team leader
Working style: Hybrid - A blend of working from home and your nominated hub office. We have hubs located in London, Bristol, Manchester and Oxford.

For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used.

We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are
working to build a better digital future for education and research.

Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we're all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you.

The role:
OpenAthens, part of Jisc, has the vision to become the world's most user-friendly information access management experience, helping academics, students, scientists and library patrons gain access to the knowledge they need to achieve great things.

As a Support and onboarding analyst you will provide expert knowledge, first-class support and a great customer experience to customers using OpenAthens products and services. You will be providing service desk and implementation support to both new and existing OpenAthens customers and partners worldwide, who rely on the team's expertise and guidance.

We want you to thrive in this technical role within the OpenAthens customer success team, your goal being to deliver the gold standard of technical support and onboarding expertise to our global customer base.

What you'll be doing:
• Providing first-class customer support for all OpenAthens products
• Effective and timely monitoring and triage of all incoming customer support queries
• Maintaining a high level of customer service to all stakeholders
• Ensuring all customer support queries and tasks are handled effectively and in line with our processes and SLAs
• Identifying trends or patterns, and communicate these appropriately
• Collaborating with OpenAthens stakeholders on projects and in product workshops

What we are looking for:
• Experience in a customer-facing role is essential
• Excellent customer service skills, including empathy, listening skills and patience
• Excellent time management and organisational skills as you will be working to SLAs and call management procedures
• Excellent problem-solving and troubleshooting skills
• Ability to communicate with both technical and non-technical customers
• Strong teamwork skills

Don't meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can't tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Hybrid working:
Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

Why work for us?
At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Our Guiding Principles:
Jisc's culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

Discover the amazing benefits we provide! Here's what you can look forward to:
• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas
• Buy up to an additional 5 days leave during the flexible benefits window
• Generous flexible pension schemes
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• A wide range of discounts and cashback from retailers and big-name high-street stores
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave

Equity, diversity and inclusion:
Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process:
Please let us know how we can best accommodate you throughout the recruitment process. We're committed to making our process accessible and comfortable for everyone - just tell us what works best for you.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!

We're really looking forward to getting to know the real you. While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.

If you are currently a Jisc employee, please apply through your Dayforce Employee profile.

We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn.

Sponsorship:
Please note that this role is not eligible for Skilled Worker visa sponsorship. This decision is based on current Home Office eligibility criteria, which require specific conditions to be met in terms of job type, salary level, and other factors. As such, we are unable to offer sponsorship for this position.

No agencies please.