Technical Support Officer at Valenture Institute

We are looking for a Technical Support Officer who is passionate about technology and education and excited by the opportunity to offer technical support to students during their learning experience. Working alongside the Student Success and Faculty teams during the learning experience, the Technical Support Officer plays a crucial role in providing frontline, premium, technical support for students and Faculty as they navigate the experience on the Online Campus.

Responsibilities:

• Provide live and non-live support for a variety of digital solutions related to the learning experience, including support in navigating the Online Campus. 
• Provide prompt and effective support for all inbound queries from students and Faculty across multiple communication channels. 
• Utilise administrative tools to assist in the analysis of technical issues reported by students and Faculty.
• Utilise an in-depth understanding of the technical functions of the Online Campus to guide students and Faculty in navigating the platform.
• Troubleshoot and resolve student and Faculty-reported issues related to technical areas of the learning experience including, but not limited to operating systems, browsers, plug-ins, internet connectivity, navigating the Online Campus. 
• Offer support to students and Faculty in preparation for,  and during, the facilitation of live online teaching sessions. 
• Employ creative thinking and problem solving techniques to provide robust technical support.
• Proactively identify issues with digital solutions that require further intervention and forward to the appropriate team internally.
• Be highly knowledgeable on the greater learning experience in order to attend to general queries received or allocated. 
• Be deeply committed to the responsibility for duty of care related to the role, and strictly uphold and abide by all policies and procedures.
• Be committed to providing excellent support to students and team members at all times.
• Keep record of feature requests and communicate up appropriately.
• Maintenance and consistent usage of the ticketing system for Technical Support queries. 
• Offer reactive and proactive support to internal teams using the ticketing system to ensure needs are met.
• Setup and maintain the Support Centre and the articles housed on the system.
• Develop new support centre articles as needed and add these to the self-help centre. 
• Self-manage workload through the use of data and metrics to drive efficiency in order to meet defined KPIs and participate in regular qualitative coaching and development feedback. 
• Remain up-to-date on departmental processes and resolution procedures through ongoing training and development.

Education, Experience & Competencies:

• Diploma or undergraduate degree preferred, ideally in a technical or operations related field.
• A minimum of 1 year experience in a service-oriented, customer support or related role 
• Demonstrated passion for customer service in the interests of the business and customer 
• Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement 
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally; 
• Ability to simply convey concepts, principles and procedures via multiple channels such as email, phone and chat; 
• Understanding of technical and business process at a high level; 
• Minimum technical proficiency in working on different systems (training will be provided);
• Questioning, taking ownership of and simplifying the tasks to achieve business outcomes.