Customer Success Administrator - #148133

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Customer Success Administrator

Location: Avalon, 26-32 Oxford Road, Bournemouth, BH8 8EZ

Working hours: Monday to Friday, flexible between 13.00 – 21.30 (Ideally 30 - 37.5 hrs per week)

Salary: £25,000 per annum (FTE)

While initial training will take place on site at our Bournemouth office, we understand the value of flexibility - some aspects of the role can be completed from home, and we’re happy to discuss working hours that suit your schedule.

About Kortext

Kortext is an exciting and fast-growing tech business in the education sector. As the UK’s #1 student learning content and engagement platform partnering with over 100 UK universities and many more worldwide, we need great people to join our team. Our purpose is to support universities in their mission to educate the next generation of difference-makers!

The Role

Reporting to the Customer Operations Manager, the Customer Success Administrator will take ownership of supporting a core customer by managing the systems, processes, and tools essential to their day-to-day operations. This role involves providing responsive support to end users, retail stores, and internal teams to ensure smooth service delivery. The focus is on maintaining high service standards and operational efficiency across all touchpoints.

Key responsibilities

As part of your training and development, you will:

• Liaise and build rapport with Kortext customers, answering day-to-day queries
• Learn core features of the Kortext platform, including Fusion, and Study+
• Assist with testing and troubleshooting tickets across various platform functions
• Understand and support user admin tasks (password resets, account updates, usage tracking)
• Gain familiarity with our provisioning processes for the core customer
• Build an understanding on Kortext mobile and desktop apps and their limitations
• Learn key Salesforce workflows including case management, queues and dashboards
• Adhere to GDPR protocols
• Maintain accurate records and follow best practices in ticket resolution
  
  
  

Essential

Key skills & Requirements

• Strong communication and interpersonal skills, with the ability to build rapport
• Basic understanding of Microsoft Office Suite and ability to learn new systems
• An interest in digital education technology and operations
• Organisational and time management skills
• A collaborative and proactive attitude
• Willingness to take on feedback and continuously improve
  
  
  

Desirable

• Experience using Salesforce or similar CRM systems
• Previous exposure to customer service, support desks or digital platforms
• Understanding of GDPR principles
  
  
  

Kortext Benefits

Flexible working: We appreciate that individuals' situations can vary for childcare, studying or many other reasons. With that in mind, we can offer flexibility within hours to accommodate this.

Office close to the beach: Our Office is situated locally to the beach. In 2022 & 2023, we held our Kortext summer party at the beach, and it was an excellent setting for our remote and local staff to connect.

26 days Holiday: We start at 26 days of Holiday plus eight bank holidays, with an opportunity to increase to 28 days after five years (pro rata for part-time members)!

Learning and development: We offer a range of L&D, regular refresher training, coaching and mentoring, buddy programme, and many more!