Technical Support Specialist Job Vacancy in Wonde Sydney NSW 2000 – Updated today

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Full Details :
Company Name : Wonde
Location : Sydney NSW 2000
Position :

Job Description : Job Title: Technical Support Specialist
Reports to: APAC Director
Location: Hybrid, Office (Sydney) & Remote
Hours: 4-day working week (work for 4 days, get paid for 5).
Who we are and what is important to us:
Wonde is an innovative and fast-growing, ed-tech (education technology) scale-up that is on a mission to deliver cutting-edge technologies to improve ways of working for the education sector.
Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third party applications (apps) via our simple API platform.
We are trusted by 24,000 schools internationally in the security and reliability of their technology and data.
We’re committed to changing students’ lives and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.
The Job:
As Technical Support Specialist you will work closely with our app partners during their development phase with our API, guiding them through the most effective and efficient method based upon their individual product needs. In addition, you will be assisting our schools with any technical support challenges that arise in relation to the various apps that integrate via our platform.
You will be working with a growing team of technical support and integrations specialists across a number of projects from individual schools through to state-wide education department rollouts.
What you’ll be doing:
Proactively and reactively engaging with schools to assist with and troubleshoot any issues with their integration or application connections, be that data, system or API related
Work with our internal development teams to ensure the scoping and prioritisation of tickets meets customer expectations
Assisting our QA process with live testing of updates and enhancements and the ongoing engagement with associated various end users
Manage the reporting of support cases, emails and phone calls in order to maintain our highest standard of service
Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising schools and apps on best practice
Be on the front foot with communication, to ensure all stakeholders are always kept up to date in line with our SLA’s
Maintain high levels of professionalism, customer service, performance and attitude
Maintain security and procedures set out by the company
Engaging with the overall communications team to provide support and assist with advanced technical support issues
Liaise with various team members to help coordinate the rollout of new school applications
Requirements
What you’ll have:
Experience in a technical support focused role via phone and email is a must
Knowledge of Databases and SQL (desirable but not required)
Familiarity with Zendesk/ticketing systems and Jira (desirable but not required)
Previous experience supporting an API / SaaS company (desirable but not required)
Excellent written communication skills for documenting calls and user issues, as well as excellent verbal communication for engaging with schools
Possess a work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence
The ability to show initiative and a proactive approach is critical to succeed in this role
A strong aptitude and passion to find a resolution to support enquiries and technical issues is also a must
Maintaining an innovative mindset by always looking to streamline processes and improve how things get done
The strength to take accountability for your actions and own your projects is critical
Dedicated team player interested in growing as an individual to maximise their potential
Benefits
What you’ll get:
Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing superior customer experience.
We value, support and champion those we work with – promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensure our work environment is the best it can be.
We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:
4 day working week
Wework office space (when in the office)
Flexible working schedule/work from home opportunities
Buy and sell holiday scheme
Additional holiday for length of service
Annual allowance for volunteering days
Monthly lunch club (on us)
Comprehensive wellness programmes (think meditation retreats and continuous access to wellbeing apps/initiatives)
Enhanced maternity, paternity and adoption benefits
Financial contribution to the set up of work from home environments
Use of new and leading technology in the form of apple products
Frequent company funded social events
Office closure between Christmas & New Year
Access to continuous learning and development opportunities
Comprehensive employee referral scheme
Casual Dress Code
In addition to the above you’ll have access to our ‘take your pick’ benefits scheme which is tailored specifically to you!

This post is listed Under  App Development
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