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THE ROLE

Janison’s Customer Support team are highly motivated, proactive individuals providing exceptional technical support to our customers and candidates on all Janison products and associated tools. We love providing great customer experiences and value helping others, rising to a challenge, owning a problem and finding a solution.

The Customer Support Lead provides Janison customers and candidates with best in class support ensuring the successful delivery of their digital learning and assessment. Working in close collaboration with the Level 2 support, event delivery and exam management teams, this role is responsible for overseeing the 24×7 L1 support team through pre-event, delivery and post event reporting.

The Customer Support Lead is responsible for establishing and documenting process, monitoring and reporting to management, handling complex customer queries and ensuring Janison’s support standards maintained. This role also ensures the support team are equipped with training and resources required to deliver on internal and external SLA’s, overseeing staff performance and addressing performance issues.

This role reports to the Global Customer Support Manager. This role also works directly with the professional services, GTM, tech and product teams

Along with this we want you to be proactive and aim to always prevent an issue from occurring, customer centric; friendly, a good listener and empathetic. You should have a strong team management skill and a genuine desire to make the L1 Support team a fulfilling and supportive team. You are flexible with your schedule. Working outside of core business hours may be required during key test delivery periods.

You should be handle the work pressure and meet the deadlines.

Other duties include:

  • Lead Role in Level 1 support team – overseeing staff, processes and tools.
  • Establishing and monitoring support metrics and priorities, and analytics tools and techniques used therein and providing solutions to customer problems relying on your strong technical knowledge across all support communication tools, 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
  • Assess the area proactively to ensure existing processes are validated and improved where possible, particularly relating to Incident Response improvement
  • 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 internal and external training resources
  • Collaborate with the Event Delivery Manager to ensure successful end to end delivery
  • Participate in Customer Support meetings and own all non-escalated ticket queries for the meeting
  • Facilitate internal and external reporting on support services on a monthly/quarterly basis.
  • Facilitate support triage between delivery and internal teams including technical support and product owner representatives.
  • Ensure regular collaboration with dev and product teams to maintain current knowledge of functional, operational and technical aspects of the Janison products.

ABOUT YOU

To be successful in the role you will have excellent communication skills – oral and written and Operational experience working with SLAs, You should also have excellent client facing skills with cross-cultural sensitivity and customer centric attitude.

You should have solid experience in Customer Service role, SaaS based application support, Microsoft Office Operating Systems (including Teams), Customer Service or Service desk/call logging systems i.e. Zendesk, Jira etc and a strong problem solving and logical aptitude.

Its is desirable to have experience working and/or leading a Support Team in a technology     company or school IT help desk environment, experience in Technical IT Ops/System Admin role and Tertiary qualifications or equivalent experience

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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.