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Technical Support Manager
2 weeks ago
**Job Title**:Technical Support Manager
**Reports to**: APAC Director
**Location**:Hybrid, Office (Sydney) & Remote
**Hours**:4-day working week (work for 4 days, get paid for 5).
**Salary**:$80,000 - $95,000 commensurate with experience
**Who we are and what is important to us**:
Wonde is an innovative and fast-growing, ed-tech (education technology) scale-up that is on a mission to deliver cutting-edge technologies to improve ways of working for the education sector.
We are trusted by over 27,000 schools internationally in the security and reliability of their technology and data.
With our remit and offering aggressively evolving, you’ll enjoy the challenge of doing things differently and embrace the pace and focus of a start-up environment. We’re committed to changing students' lives and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.
**The Job**:
As Technical Support Manager, you will be responsible for the technical success of one of our key growth product suites that we have recently released, which will see you work closely with our partner products in Google, Microsoft and Apple.
You have the opportunity to cement this product as your own and work closely with our network of reseller partners in the rollout to schools across ANZ, guiding them through the most effective and efficient method based upon their individual product needs.
You will play an integral role in sharing product knowledge and delivering improved user experiences for our app partners and schools. In addition, you will be assisting our schools with any technical support challenges that arise as part of their use of our products.
You will be working with a growing team of technical support and integrations specialists across a number of projects from individual schools through to state-wide education department rollouts.
**What you’ll be doing**:
- Work closely with our reseller partners to train and upskill them on all technical aspects of our product suite.
- Delivering professional demonstrations and developing super product knowledge across a broad range of stakeholders.
- Work with our internal development teams to ensure the scoping and prioritisation of tickets meets customer expectations
- Assisting our QA process with live testing of updates and enhancements and the ongoing engagement with associated various end users
- Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising schools and apps on best practice
- Be on the front foot with communication, to ensure all stakeholders are always kept up to date in line with our SLA’s
- Maintain high levels of professionalism, customer service, performance and attitude
- Maintain security and procedures set out by the company
- Engaging with the overall communications team to provide support and assist with advanced technical support issues
**Requirements**:
**What you’ll have**:
- A high degree of professionalism and excellent interpersonal skills to support customers and partners of varying technical expertise
- Strong interpersonal and presentation skills to share product knowledge and support user understanding and experience
- Familiarity with Zendesk/ticketing systems and Jira (desirable but not required)
- Previous experience supporting an API / SaaS company (desirable but not required)
- Excellent written communication skills for documenting calls and user issues
- Possess a work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence
- The ability to show initiative and a proactive approach is critical to succeed in this role
- A strong aptitude and passion to find a resolution to support enquiries and technical issues is also a must
- Maintaining an innovative mindset by always looking to streamline processes and improve how things get done
- The strength to take accountability for your actions and own your projects is critical
- Dedicated team player interested in growing as an individual to maximise their potential
**Benefits**
**What you’ll get**:
Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing superior customer experience.
We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensure our work environment is the best it can be.
We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:
- 4 day working week
- WeWork office space (when in the office)
- Flexible working schedule/work from home opportunities
- Buy and sell
