Our Mission

To enhance child safety with market leading software, providing visibility of student movements for parents, carers, and school administrators.

Founded in 2015, we provide innovative and leading software to the Education and Bus transport sector. Our Care staff are based in South Melbourne, where you will be located.

The values we most respect in our staff are honesty, accountability, positive attitude, grit, empathy and connection

The Role

The role objective is to lead, coordinate and prioritise the workload of our busy support and implementations team, ensuring commitment to delivering top-tier customer service.

The role will be varied, interesting and challenging. You will engage with our clients either by phone, email or our support ticketing system to triage and resolve client queries. You and your team will be responsible for onboarding new clients. Alongside this you will coordinate the building of hardware, manage stock levels, and fill new orders for new and existing clients.

In addition, it is essential to have effective communication skills to identify and communicate software issues promptly to the Development team.

As Team Leader you’ll be responsible for your team’s KPIs, maintenance of training resources and ongoing client education projects.

Key Responsibilities

Learn and understand the range of software products that we have available for use.

Leading and coordinating a small support steam.

Supporting, guiding and up-skilling existing team members.

Coordinating the on-boarding of new clients

Migrating customer data

Ongoing delivery of client education programs, includes facilitation and documentation.

Monitoring and reporting your team’s service KPI’s.

Answer and troubleshoot customer logged queries both verbally via our support phone lines and via email through our ticketing system.

Log any incidents raised in our ticketing system and maintain up to date notes on each ticket

Report any recurring problems to the line manager to aid product development

Provide our customers with excellent service.

Maintain stock levels of hardware.

Fill hardware orders, dispatch and record stock as required.

Draft invoicing for all stock dispatched.

Other duties as required.

Over time this role will grow to include other challenging tasks

Selection Criteria

Experience leading a support or help desk team.

Proven technical support and customer service experience

Support SAAS product

Experience in Bus Transport, Education industries (desirable)

Strong technology, problem solving and communication skills

High attention to detail

Well-developed interpersonal skills

Strong written and verbal communication skills

Highly motivated

Team player

Strong excel skills

Education:

Higher School Certificate

A tertiary qualification in Information Technology, Information Systems, Business or related field (highly regarded but not essential)