Technical Support Specialist- Entry Level

Summary about this job

Detail information about job Technical Support Specialist- Entry Level. Terms and conditions vacancy

About Us

We are a progressive and established software company that builds an enterprise level web based product that is currently used by over 100 universities across Australia, United Kingdom, New Zealand, Singapore and South Africa.

We support continued staff development, innovation, collaboration and a flexible and multicultural office environment. We do BIG things with a small team of 16 staff. Our staff are all valued members of a progressive team with a voice and an opinion that is respected. Over 4 million students have accounts in our software and it is used by over 12 000 university staff.

The Role

We need someone who can take on a leadership role and have an immediate impact on our small but mighty team. As a Support Specialist you will assist our amazing clients in using our product. You will work primarily with university staff who are working as administrators of our software.  You will also be responsible for the continual improvement in the services and delivery of self help training resources. You will be responsible for ensuring the team provides a high quality of customer service and compliance with agreed time frames. You'll also be liaising directly with clients and providing support as well as higher level case and client management interactions. 

Job tasks and responsibilities

• Become 100% familiar with our products including the system administration, CRM functions, student and organisation interfaces and provide first and second level support.

• Manage the incoming requests, both simple and complex, and ensure that all clients receive appropriate communications, and resolutions are achieved in a timely manner according to the SLA.

• Take responsibility for assigned projects where you must progress work from planning to project completion.

• Take responsibility for continual improvement of client training resources to improve and streamline the delivery of support services.

• Communicate directly with clients who are administrators of our software and also with university IT staff as required.

• Participate in project planning stages of development and provide input on implementation based on your client related knowledge.

• Initiate and respond to conversations on LinkedIn or other social media or support communications methods.

• Write reports for clients, liaise with other experienced staff for advice and checking of reports to ensure their efficiency.

• Assist with planning setup and configuration of new client sites, including on-site training or meetings,  as requested by peers, or other senior staff members..

• Evaluate needs and record/ produce training videos or other training material as necessary for inclusion on the training portal.

• Liaise with our Europe based team to ensure quality of service across all regions.

Required Skills

• You must be able to communicate effectively and clearly with clients both on the phone and via email and be able to speak and translate between 'human' and 'geek'

• You will be given a high level of responsibility and therefore must be trustworthy and reliable.

• You must have strong organisational skills, you will be working with, and supervising a team and will often have to liaise with others to complete tasks.

• You will need highly developed analytical and problem solving skills.

• Self-motivation is a critical factor as you must be able to initiate your own research and decision making and ensure that clients' requests are actioned and completed and you are able to understand and develop using new technologies as required.

• You will need to provide guidance and managerial support to other staff members.

• Report to directors/stakeholders with feedback on how your team are going

• Liaise with the accounts department regarding keeping up to date with pricing sheets, chargeable services and billing requirements/costs.

What we offer

We offer a competitive wage, a flexible work environment, with fantastic people, and our clients are university team members who are wonderful to work with.

Close to good food and transport and no suits or ties needed (unless you want),   jeans , t-shirt, casual attire acceptable, let's face it what you wear doesn't affect how you work.