Client Support Agent (Edtech)

TL;DR

Client Support Agent (Edtech): Providing first-level technical and application support for the Sentral school management platform with an accent on diagnosing technical issues and user guidance. Focus on resolving support tickets within SLAs, performing root-cause analysis, and creating knowledge base documentation.

Location: Sydney, New South Wales, Australia

Salary: AUD 70,000 – 75,000 per annum + superannuation

Company

hirify.global is a Fortune 500 commerce leader powering millions of companies worldwide, with Sentral serving as its cloud-based platform supporting over 3,000 schools across Australia.

What you will do

• Provide first-level technical and application support for Sentral software, analyzing logs and implementing effective solutions.
• Manage support tickets end-to-end, aiming for first-contact resolution while adhering to SLAs.
• Collaborate with Senior Technical Support Engineers and the Level 2 team to resolve complex production issues.
• Perform root-cause analysis and recommend improvements for product design and usability.
• Develop troubleshooting guides and knowledge base articles to enhance overall support capability.

Requirements

• Minimum 1 year of experience in software technical support with strong diagnostics and problem-solving skills.
• Exposure to cloud-based systems, web servers, and debugging tools.
• Exceptional communication skills to translate technical concepts for non-technical audiences.
• Customer-centric mindset with the ability to manage multiple priorities.
• Must possess or be willing to obtain a Working with Children Check.

Culture & Benefits

• Flexible work arrangements to support individual needs.
• 18 weeks paid parental leave and two weeks paid secondary carer’s leave.
• Women in Digital membership for access to industry events and resources.
• Additional birthday, community giving, wellness, and study leave.
• Confidential Employee Assistance Program (EAP) and wellbeing resources.
• Salary sacrifice and an Employee Stock Purchase Plan.