The role

Joining our geographically dispersed Support team, the primary purpose of the Support Specialist role is to resolve tickets raised by Janison’s clients in our Help Desk portal.

With a focus on providing a first-class service to our clients, you may occasionally need to escalate the ticket to our Development or IT Operations team, and work closely with them through to ticket resolution.

Duties include:

  • Triage and respond to new unassigned tickets within (First Reply Time) SLA timeframes
  • Resolve or escalate backlog tickets to JIRA within (Agent Work Time) SLA timeframes.
  • Update backlog tickets in a timely manner with current developments within (Next Reply Time or Periodic Reply Time) SLA timeframes.
  • Provide a first-class service to the client, ensuring constant communication so they are provided with any known workarounds immediately.
  • Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily.
  • Ensure testing is performed in test environments before the configuration is implementation into production environments.
  • Regular participation in development sprints to maintain current knowledge of functional, operational and technical aspects of the Janison products.
  • Escalate tickets into JIRA with the appropriate level of detail for an acceptable handover.
  • Effectively and accurately communicate relevant product knowledge to clients and Janison staff
  • When testing, report bugs and deficiencies identified in the product immediately and proactively manage the ticket escalation.
  • Participate in Customer Support meetings and own all non-escalated ticket queries for the meeting.

About you

To be successful in this role, you will be client focussed and always looking at ways to solve their problems as they arise. You will ideally have 3 years of customer service experience, as well as experience in SaaS based application support. You will be someone who loves finding solutions to issues and always puts the client first.

You will have had previous experience in Microsoft Office Operating systems, and service desk/ call logging systems such as Zendesk or JIRA. A good understand on computer systems, mobile devices and other tech products would be a huge advantage, along with prior Technical IT Ops/ System administration experience. Overall, a great passion towards representing Janison in the best way possible with our clients.

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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.

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