Functional Support Specialist

7 days ago

Lane Cove West, Australia School Bytes Full time

Permanent full time role
- An innovative Sydney based company supporting NSW schools
- Use your strong customer focus, to deliver a gold standard level of service to our clients
- Enjoy flexible working arrangements
- Great team, supportive culture, brand new office

School Bytes supports schools via the development and provision of administration and finance software that is focussed on the needs and requirements of NSW schools. Our product provides schools with the tools they need to operate smoothly and efficiently and our ongoing support ensures they are provided with the highest level of customer service.

We are looking for a team member who can help us to maintain this gold level standard of support to our clients and who will reflect the value that School Bytes places on schools, people, teamwork and our commitment to superior customer service.

**Sound like you?**

You will be someone who is totally customer centric who enjoys building strong relationships with clients, ensuring they always leave with a great impression of School Bytes and their enquiry resolved.

You will naturally be a 'people' person who portrays exceptional communication skills. You will ideally come to us with previous experience working within a fast-paced, high volume customer focused role.

**Day to day the role will see you**:

- Communicate with clients to identify their needs and see them through to resolution
- Analyse and report platform bugs (eg. by re-creating and testing different scenarios)
- Update internal monitoring systems regarding technical issues and useful discussions with schools
- Share feature requests and effective workarounds with internal team members
- Inform schools about new features and functionalities
- Increase client satisfaction and build loyalty by providing amazing, personal client support

**Requirements**:

- The ability to solve problems logically and critically.
- The desire to make things easier for our clients. If there's a roadblock, you want to smooth it away.
- Excellent communication skills and an ability to build rapport quickly.
- Strong attention to detail.
- The ability to make quick decisions within a fast-paced environment.
- Demonstrated experience in a customer support role.
- Knowledge of the Ed-Tech industry and/or a school-based background would be advantageous.
- Proficient skills with Google Workspace and Microsoft Office 365, Zendesk, Intercom.
- Current Working With Children Check (or ability to obtain one)

**Benefits**

What you will love about us:

- We are a collaborative, friendly team who like to celebrate success together
- Flexible working arrangements including Work from Home days.
- Convenient North Shore location (Lane Cove) with public transport options.
- Free, reserved parking on-site.
- Catered lunches twice a week.
- Growth opportunities as the company expands.
- Employee share option plan (ESOP)

**Salary range**: $80,000 to $90,000 + superannuation (_dependent on relevant industry experience_)
- We request that no recruitment agencies contact us in regards to this position. Thank you._

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