Junior Support Analyst

Our Purpose

Firefly Learning is the ed-tech SaaS platform for parent engagement and learning continuity, trusted by over 900 of the best and most successful schools in over 40 countries. Firefly’s secure, collaborative platform simplifies school communications, lesson management, and progress tracking to engage the whole school community and ensures that everyone can keep learning, whatever the circumstances. (www.fireflylearning.com).

About the Role

We have an exciting opportunity for a Software Support Analyst to join our global support team. Support Analysts provide the first level of customer support, working to triage and resolve requests through multiple channels while providing well-informed and timely responses to customers to help them take full advantage of all that our software offers. This individual will apply their knowledge of the product and of software troubleshooting to quickly understand any issue, diagnose the problem, identify effective next steps including internal escalation as needed, and ultimately provide resolution. This position requires analytical and general software problem-solving skills, excellent communication skills, a basic understanding of SQL, and a commitment to service and quality.

Job Responsibilities

• Interact directly with customers through several channels – including a ticketing system, telephone, or remote sessions – building and maintaining client relationships by consistently demonstrating expertise and professionalism.

• Manage and prioritise multiple open cases at one time, ensuring clients get the help they need.
• Ask customers targeted questions to ensure we are quickly understanding and diagnosing the root of a problem.
• Provide prompt and accurate responses to clients, ensuring we achieve our outlined SLAs.
• Work as a member of the wider team, collaborating with others and escalating tickets that can’t be resolved by Junior support analysts to ensure prompt resolutions.
• Create, update, and maintain internal and external knowledge base documentation, highlighting those resources with customers to encourage client adoption.

• Identify and log system bugs for the product team, providing an accurate, detailed bug card.
• Develop a detailed understanding of at least one Firefly product with knowledge of both its design and its practical use within schools.

Requirements

• 1 – 2 years’ experience in a technical Helpdesk or Support role with qualifications or certification in Customer Service or IT Support
• University IT-based degree or accreditation, or equivalent extensive customer service experience

• Software troubleshooting and problem-solving skills, with proven ability to analyse context to understand customer requests
• Excellent customer service and communication skills (both written and verbal)
• Proven ability to learn and use complex software, and to explain complex issues to non-technical users.
• Proven ability to manage time effectively and prioritize requests/projects in alignment with goals and company SLAs
• Basic SQL Skills (can use SQL Management Studio to work with queries) and knowledge of HTTP/HTTPS and IP addressing

• Understanding of GDPR and experience ensuring compliance within support
• Ability to thrive both within a team and working independently, with enthusiasm and wiliness to learn from and share knowledge with others and contribute to a positive community culture
• Not required but highly valued:

• Knowledge of infrastructure and technologies used in schools
• Knowledge of HTML, CSS, and JavaScript

• Experience using helpdesk software (Salesforce, ZenDesk, or similar) and call management software (AirCall or similar)
• Australian Citizen or Permanent Residence

Benefits

• Our team is fully remote- everyone works from home – This role is based in Australia, and citizenship or permanent residence is required
• 25 days holiday, plus public holidays
• Superannuation contribution (on top of base salary)

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.