Support Analyst - Student Management

TechnologyOne; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration package

Employee share plan

Salary packaging options

Purchase Leave program

Flexible hours

Free gym membership

LinkedIn Learning

Job summary

TechnologyOne (ASX: TNE) invites applications for a Support Analyst to join our Brisbane team, supporting our student management product. You will be the primary contact for customers to ensure a great experience post- onboarding, owning issues and guiding customers through resolutions.

You will troubleshoot customer use cases, create knowledge base articles to improve first-call resolution, and continually deliver a compelling customer experience.

Responsibilities

• Owning and resolving assigned product-related customer issues and questions in a timely manner.
• Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
• Creating knowledge base articles improves first call resolution and helps customers self-serve.
• Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.
• TechnologyOne STM product experience would be preferred but not essential.
• Customer centric - as a customer service professional you have a passion to deliver a compelling customer experience at every interaction.
• Someone who loves dealing with people and is committed to providing an outstanding customer experience.

Job description

Support Analyst - Student Management

At TechnologyOne we are focused on delivering customer-driven, innovative ERP software that transforms our customers' business and makes their lives simple. TechnologyOne is an industry leader in culture, leadership, and strategy. We are recognised as an Employer of Choice, and for innovative learning and onboarding solutions. Our aim is to attract passionate, capable, and innovative people. Does this sound like you?

We're looking for a Support Analyst to join our Brisbane-based team supporting our student management product. This role may suit applicants seeking a career change who are eager to develop skills in the student management system.

What you'll be doing…

As a Support Analyst, you will be the primary contact for our customers to ensure a great experience post-product onboarding.

• Owning and resolving assigned product-related customer issues and questions in a timely manner.
• Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
• Creating knowledge base articles improves first call resolution and helps customers self-serve.
• Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.
• TechnologyOne STM product experience would be preferred but not essential.
• Customer centric - as a customer service professional you have a passion to deliver a compelling customer experience at every interaction. You thrive on taking a solution-based approach when analysing and resolving complex customer issues.
• Someone who loves dealing with people and is committed to providing an outstanding customer experience.

Why Join us?

TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us deliver on our mission to better our community.

Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people.

When you experience Life at TechnologyOne you'll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with.

Benefits…

• Competitive remuneration package
• Access to our industry leading employee share plan
• Salary packaging options
• Up to 10 days of additional leave via our Purchase Leave program
• Amazing Culture: 8 x Australian Business Awards "Employer of Choice" winner
• We love our team events & celebrate diversity
• Flexible hours: we are family-friendly and value life outside of work
• Free gym membership in your region (or, if you are located at HQ, we have a new state of the art Gym onsite, exclusive and available 24/7).
• Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice
• Free breakfast and coffee on-site
• Accelerate your growth with full access to LinkedIn Learning and a clear career framework that maps your path to success.

Who we are…

At TechnologyOne (ASX: TNE), we're more than Australia's largest top 50 ASX enterprise SaaS company; we're a team driven by purpose! Our global SaaS ERP solution powers over 1,300 leading organisations, including government, education, health, and financial services. We take full responsibility for delivering outcomes - reducing time, cost, and risk; therefore, our customers can focus on what matters most.

For over 38 years, we've been helping communities and organisations thrive by making life simple through innovative technology. Ready to make a real difference? Join us and help shape the future of enterprise technology while building a career that matters.