Junior Support Analyst

**Our Purpose**

**About the Role**

**Responsibilities**:

- Interact directly with customers through several channels - including a ticketing system, telephone, or remote sessions - building and maintaining client relationships by consistently demonstrating expertise and professionalism.
- Manage and prioritise multiple open cases at one time, ensuring clients get the help they need.
- Ask customers targeted questions to ensure we are quickly understanding and diagnosing the root of a problem.
- Provide prompt and accurate responses to clients, ensuring we achieve our outlined SLAs.
- Work as a member of the wider team, collaborating with others and escalating tickets that can’t be resolved by Junior support analysts to ensure prompt resolutions.
- Create, update, and maintain internal and external knowledge base documentation, highlighting those resources with customers to encourage client adoption.
- Identify and log system bugs for the product team, providing an accurate, detailed bug card. Develop a detailed understanding of at least one Firefly product with knowledge of both its design and its practical use within schools.
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**Requirements**:

- 1 - 2 years’ experience in a technical Helpdesk or Support role with qualifications or certification in Customer Service or IT Support
- University IT-based degree or accreditation, or equivalent extensive customer service experience
- Software troubleshooting and problem-solving skills, with proven ability to analyse context to understand customer requests
- Excellent customer service and communication skills (both written and verbal)
- Proven ability to learn and use complex software, and to explain complex issues to non-technical users.
- Proven ability to manage time effectively and prioritize requests/projects in alignment with goals and company SLAs
- Basic SQL Skills (can use SQL Management Studio to work with queries) and knowledge of HTTP/HTTPS and IP addressing
- Understanding of GDPR and experience ensuring compliance within support
- Ability to thrive both within a team and working independently, with enthusiasm and wiliness to learn from and share knowledge with others and contribute to a positive community culture
- Not required but highly valued:

- Knowledge of infrastructure and technologies used in schools
- Knowledge of HTML, CSS, and JavaScript
- Experience using helpdesk software (Salesforce, ZenDesk, or similar) and call management software (AirCall or similar)
- Australian Citizen or Permanent Residence

**Benefits**
- Our team is fully remote
- everyone works from home - This role is based in Australia, and citizenship or permanent residence is required
- 25 days holiday, plus public holidays
- Superannuation contribution (on top of base salary)

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.