Level 2 Customer Support Specialist

About Schoolbox

Schoolbox is a mature but fast growing Australian edtech company, headquartered in Melbourne, with the most dynamic education software platform available for K-12 schools.

Our team shares a common vision: to create amazing software that has a positive impact on children, education and schools around the world.

We are looking for candidates who are excited about joining an award winning business, who are in a huge growth phase both domestically and internationally.

We are looking for a forward facing Level 2 Customer Support Specialist to be a part of our award winning Support team. You will support our clients with their requirements relating to the Schoolbox platform through both phone and ticketing systems, and support our schools in troubleshooting software and integration related issues.

The Level 2 Customer Support Specialist will have excellent written and verbal communication skills with experience in a software / SAAS environment, and is committed to providing first class support using Linux, SQL and Web-based Software.

You will have the opportunity to act as a technical mentor for our Level 1 support staff, through providing them with technical support, mentoring, training and overall guidance to ensure high levels of customer service to all clients. 

You will lead by example technically and display positive growth behaviours to the Support team, including acting as an escalation point to appropriate development or infrastructure teams where appropriate.

Reporting to the CST Program and Support Manager you will be working collaboratively with our Consultants, Project Managers and School Engagement Managers in providing high levels of customer satisfaction, promoting retention and the uptake of the Schoolbox platform for our client base.  The ability to work effectively within a collaborative team and adapt to dynamic requirements of the role will be essential.

Experience in the Education Technology industry with use of Student Information Systems, Active Directory and Programming Fundamentals, will further support your application.

• Bachelor's degree Information Technology or relevant role experience qualification.
• Excellent leadership and communication skills, both verbal and written.
• Proven experience leading a support desk or Customer Support team in a software environment.
• Strong incident, escalation and complaint handling abilities as well as the ability to coach other team members in these areas.
• Strong technical background with proficiency in:
  • Effective and comprehensive use of Linux
  • Bulk data updates and reporting (SQL)
  • Coding and scripting changes (twig, html, php, css, bash)
  • Database Management:
    • Manage and optimise MariaDB databases.
    • Perform maintenance tasks, including backups, restores, and updates.
  • Containerisation:
    • Work with Docker to deploy, maintain, and troubleshoot containerised applications.
    • Monitor and scale Dockerised environments as needed.
  • Task Automation:
    • Utilise Cron for scheduling and automating routine tasks.
    • Create and manage automated processes to streamline system operations.
  • Active Directory
  • Experience with RESTful API integration and troubleshooting
  • Utilising Datadog for real-time monitoring and performance analysis.
  • Set up and configuration of Grafana dashboards for comprehensive system visibility. 

• Customer centricity and authenticity displayed at all times.
• High levels of integrity. 
• Patient, honest and trustworthy.
• Embrace diversity.
• Highly motivated, professional and organised.
• Team first approach, works well in a collaborative environment.
• Positive and considerate nature.
• A desire to get things done and make a difference.
• Dedication to the Schoolbox journey, embracing the requirement to assist other areas of the business.
• The ability to manage priorities and adjust as needs change, to ensure efficiency and effectiveness.
• Resilience in anticipating and effectively handling objections.
• Proactive communication with manager and other leaders regarding progress and problems.
• Develops and uses systems to organise and keep track of information and work progress.
• Shows initiative in identifying what needs to be done and takes action as a situation requires it.
• Quality and detail oriented.

What can Schoolbox offer you:

Join a close, family friendly team who are dedicated to providing excellent customer service to our schools.

• As a hybrid role, we offer you a fully flexible work life balance to be agreed with your manager upon commencement.
• You will be rewarded with a competitive base salary + super + profit share bonus 
• Schoolbox acknowledges the increasing cost of living pressures and we provide employees with access to discounted vouchers and novated leases!
• Employee wellness is core to who we are at Schoolbox; we offer numerous benefits including a wellness allowance, access to an EAP, an extra leave day and regular training opportunities. 
• You will also participate in our fantastic social events including our quarterly Schoolbox Get Together and annual weekend Getaway!
• Get involved in our charity work as well as domestic and international conferences.

Take a look at our social media to find out more about working for Schoolbox!

https://www.instagram.com/schoolbox/?hl=en

https://www.linkedin.com/company/schoolbox/posts/?feedView=all

To apply, please contact Jenny Ztalios on ***********@schoolbox.education or apply through Seek or our website!