• Drive customer satisfaction for Australia’s leading educational video company
• Lead a high-performing, motivated and supportive team
• Permanent, full-time role located at our Waterfront offices

Why Join Us?

Do you want to make a positive impact on the education of future generations? If the answer’s yes, then we want you here at ClickView. We believe in using the power of video to transform traditional education, allowing students and teachers to foster a creative and innovative educational environment, from wherever they are.

At ClickView, we look for passionate professionals who are seeking a hands-on role in a dynamic organisation. In turn, we invest in our staff to enhance overall team performance and achieve growth together. You can expect support and investment in your future career plus the day-to-day benefits of an open plan and vibrant work environment.

Are you ready to take your first step with us?

The Role:

As our customer base and team grow, we are looking for a talented and hands on leader, with both help desk and management experience, who has the drive and ambition to take our Product Support team to the next level.

As a solutions-driven, self-motivated and self-managed leader, you will coach and manage the Product Support team to continue to provide exceptional customer support and enhance the overall customer service experience. You will be proactively looking for new ways to improve efficiencies within the department and drive process improvement.

As part of your role, you will be providing hands-on solutions and support to our customers for escalated issues where a high level of technical expertise is required to solve complex product issues. We are looking for someone who is eager to learn about our product and has the ability to become a true product expert. The ideal candidate will have a genuine love of customer service and technology, with a great attitude and work ethic to match.

Requirements:

• Two years+ experience in a managerial role
• Five years+ experience with help desk/customer support (Level 3 support)
• Outstanding customer service skills
• Excellent coaching skills and the ability to provide side by side training
• Demonstrated listening, questioning and analytical problem-solving skills
• Excellent decision making and judgement skills to provide step-by-step technical assistance
• Ability to explain complex technical problems in simple terms that lay-people can understand
• Ability to handle multiple priorities and prioritise own, and the team’s, workload
• Strong documentation and reporting skills
• Ability to identify customer needs through questioning techniques, product usage analysis and the application of standard processes and procedures
• Advanced understanding of how software and operating systems work (i.e. Windows/Linux/Mac OS environments) and confident ability to troubleshoot product issues, diagnose and solve software or hardware faults

Benefits:

• Excellent professional development opportunities
• Extra paid Wellbeing and Volunteering leave
• Flexible working hours
• Tight, talented close-knit team (with offices in Sydney, Melbourne and London)
• Regular social events and quarterly conferences