Technical/ Helpdesk Support

• Join the Customer division for a worldwide leading educational video company
• Drive product support and enhance video learning experiences for schools
• Full-time permanent role, located in Sydney, working from home and in the office

Why Join Us?

Do you want to make a positive impact on the education of future generations? If the answer’s yes, then we want you here at ClickView. We believe in using the power of video to transform traditional education, allowing students and teachers to foster a creative and innovative educational environment, from wherever they are.

At ClickView, we look for passionate professionals who are seeking a hands-on role in a dynamic organisation. In turn, we invest in our staff to enhance overall team performance and achieve growth together. You can expect support and investment in your future career plus the day-to-day benefits of an open plan and vibrant work environment.

Are you ready to take your first step with us?

The role:

ClickView are looking for a talented Product Support Specialist to help us continue to provide exceptional product and technical support to our customers across our three regions - AU, UK and US. We are looking for an individual who has a genuine love of customer service and technology and has a great attitude and work ethic to match. The Product Support Specialist will follow process and maintain regular proactive contact with Customers, that builds advocacy for ClickView and its resources within the community.

This role offers you the opportunity to work as part of a global product support team to advance your skills through technical and customer service training and be rewarded for your experience and expertise, in a fun, fast paced work environment where you’ll be supported by an enthusiastic and professional team. You will be providing solutions and support to proactively and reactively resolve software pro and hardware issues as reported by our customers.

Please note - this is a global role where flexible hours may be required to support our UK and US customers.

Your responsibilities include:

• Provide effective, proactive, and professional case management via telephone, e-mail, and remote assistance
• Ensure investigation and resolutions are in within Service Level Targets and Key Performance Indicator targets
• To document all actions and information on cases, maintaining an accurate database of interactions and next steps with customers
• Contribution to support documentation such as Frequently Asked Questions (FAQ’s) and Knowledge Base Articles (KBA’s)
• Ensuring effective time and priority management with your case load and projects
• Develop and maintain trusting, productive working relationships with internal and external stakeholders/customers
• Encourage teamwork and contribute to a culture of high performance and continual improvement, including making recommendations on internal processes
• Be the voice of the customer
• Product User Acceptance Testing as and when required, prior to major releases

Requirements:

• Minimum of two years product / technical helpdesk experience
• Ability to provide technical support in a non-technical manner to suit your audience
• Technical expertise working in a school highly regarded
• Excellent customer service and communication skills
• Ability to prioritise workload and take ownership of one's tasks
• Solutions-driven, self motivated and self-managed
• Ability to work in a team environment
• Ability to identify customer needs through questioning techniques, product usage analysis and the application of standard processes and procedures highly regarded
• Experience of working with and technically supporting SaaS products highly regarded

Benefits:

• Extra paid Wellbeing and Volunteering leave - to care for yourself and others 🚴
• Flexible working hours and arrangements - to accommodate for different working preferences and personal situations 🏠
• 100 days working from anywhere - work remotely from a different location for up to 100 calendar days per year 🌎
• Employee discounts - we offer all employee’s access to a wide range of discounts through FlareHR to support their wellbeing and financial health 💰
• Learning and Development budgets - Access to LinkedIn Learning, along with professional opportunities made available to all our teams, so you can continue growing to be the best you 🥇
• Wellbeing Policy - with access to EAP and wellbeing apps, we put your mental health and wellbeing at the forefront of what we do 💆‍♂️
• Generous parental leave policy - we offer an additional 16 week’s full pay 🚼
• Regular social events and conferences - We celebrate the hard work of our team with regular catered social events, conferences across all offices, amazing harbour front office views, and free snacks daily 🥂