Measure real-world skills and boost teaching impact with the OECD PISA for Schools test.

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The Role

We are hiring an energetic and highly motivated Level 1 Support Lead for the OECD PISA-based Test for Schools (PBTS). This role reports to the Global Head of Support and is accountable to the Group Executive – OECD PISA for Schools. You will work directly with our services, technology and product teams. The Level 1 Support Lead (PBTS) is responsible for overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction when delivering the PBTS globally.

Duties will include;

  • Take ownership of the PBTS Level 1 support function - its team, processes and tools
  • Provide solutions to customer problems relying on your strong technical knowledge
  • Perform troubleshooting on Janison Insights and related tools
  • Champion the support team’s customer support etiquette, providing timely and clear communication of updates to customers on the status of their support ticket
  • Analyse, prioritise and triage support tickets, investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times
  • Manage the resolution of incidents to ensure SLA compliance. This requires proactive collaboration with the relevant teams within Janison and proactively communicating with customers
  • Facilitate support triage between delivery and internal teams including technical support and product owner representatives
  • Assess the area proactively to ensure existing processes are validated and improved where possible, particularly relating to Incident Response improvement
  • Facilitate reporting on support services on a monthly/quarterly basis
  • Work effectively with team members and clients in multiple time zones (all US time zones, EMEA, and Australia)
  • Collaborate with the training coordinator to author and update Knowledge Base articles
  • Collaborate with the PBTS Event Delivery Manager to ensure successful end to end delivery
  • Assist in the preparation of the PBTS Retro post the event delivery in each country

About you

To be successful in this role you must have solid experience working and leading a Support Team in a technology company or school IT help desk environment as well as operational experience working with SLAs.

You will have exceptional communication & interpersonal skills and excellent client facing skills with cross-cultural sensitivity. You are a team player with the ability to meet deadlines and connect with school-based clients and colleagues.

 

For a glimpse into Janison’s culture initiatives, and to see our regular employee updates, follow #onejanison on LinkedIn

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About Janison

Janison is a high-growth, ASX-listed education technology company that innovates and implements cloud-based online assessment platforms and learning management systems for corporations, governments and educators in more than 100 countries. We build close partnerships with our clients and use the latest in agile work practices to deliver solutions and projects that are transforming the way people learn.

Benefits & Culture

Join our innovative team of experts in a dynamic workplace culture across a choice of awesome office locations. We offer a diverse team, flexible working arrangements, professional development, meaningful career progression and additional paid annual leave per annum.

At Janison, the right people make a big difference.