Job Description
This is a remote position.
**About the Client**:
They make learning support accessible and convenient so that tutoring can be booked at a time that suits each child's schedule.
Learning sessions take place live and online via our learning platform, which means students can log in from the comfort of home and work with their expert tutor without interrupting the family schedule.
All of their content is mapped to the Australian National Curriculum and is based on the unique learning needs of each individual.
In this way, Cluey programs cover the topics each student is learning in class and specifically address each child's challenges.
All sessions are recorded and can be re-watched for future reference, and parents can see what their child has learned.
Thanks to the online nature of our approach, they're able to source, train and quality check the best tutors from around Australia and make them available to any student, regardless of whether they live on a farm, in a big city, or in a small town between Milly Milly and Murgoo.
**Job Summary**:
Session Technical Support Officers are energetic team members who successfully manage and resolve customer and tutor technical issues that arise while using the Cluey Learning platform.
Session Technical Support Officer will also focus on driving a self-service customer and tutor experience, resolving the source of the queries and bugs with product and technology teams.
The role is expected to be proactive in resolving risks before they become issues.
In this role, you will also be expected to provide general customer and tutor support and continually look for ways to improve outcomes for customers and tutors.
**Responsibilities**:
Support new and existing students and tutors to successfully start and complete tutoring sessions.
Use decision trees for diagnosing, resolving, and documenting common hardware and software issues.
Ensure notes and follow-ups related to customer and tutor inquiries are managed per process and recorded in Salesforce in a timely, accurate, and professional manner.
Actively suggest improvements to streamline and automate workflows.
Educate tutors and customers on the benefits of self-service interactions.
Contribute to the maintenance of session support knowledge base articles, FAQs, and chat canned responses.
**Requirements**:
Experience working with and supporting various operating systems for
Experience working with and supporting various browsers such as
Familiarity with system firewalls, and anti-virus software with the knowledge to address any issues preventing access to Cluey sessions.
Familiarity with camera/microphone access and permissions on devices and web browsers.
Familiarity with remote-access software.
Excellent communicator, capable of explaining complex technical issues to customers quickly and easily, ensuring timely resolution of problems.
Minimum 2 years experience in customer service
Minimum 2 years experience in 1st and/or 2nd level IT support
**Benefits**:
**WHAT WE OFFER**:
? Above-Industry Standard Compensation Package
? Premium Healthcare Coverage and Life Insurance
? Fun Monthly Employee Engagement Activities
? Opportunities for Learning, Personality Development, and Career Advancement
? Permanent Work from Home Opportunity
**Job Description**:
This is a remote position.
**About the Client**:
They make learning support accessible and convenient so that tutoring can be booked at a time that suits each child's schedule.
Learning sessions take place live and online via our lear