Company Description

Want to deliver tech with purpose, with people who care? 

Join us in our mission to create solutions that help keep children safe online.

Who we are?

We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry leading technology, we are currently protecting 20k+ schools and 10+ million students worldwide. We’ve grown fast - we’re ASX-listed (QOR.XA) and currently have over 500 employees. Our corporate headquarters is located in Australia, with operations in the US, New Zealand and Europe (United Kingdom & Spain). We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in!

Job Description

What's the opportunity ?

Primarily working from home, you will be responsible for the successful installation of Multi-Academy Trust and Local Authority installations, and for the planning and installation of small to medium level installations (FE/Academy/Independent/Primary).

The successful candidate will also act as an escalation point for our support team, and occasionally assist with support tickets during peak times of the year. Additionally, there will be close working with the product and engineering teams on the direction of the products.

As an important member of the Customer Success Department, you will cultivate exceptional experiences for our customers, ensuring they gain maximum value from Smoothwall’s products and services, in order that they become brand advocates. To us, brand advocates want to really ‘engage’, they may play and active role in our community, be a reference, stick with us even when things don’t go to plan for a short time, and they turn away our competition because they can’t imagine being anywhere else.  

Throughout the customer journey you will elicit and share feedback with relevant functions including Sales, Product, Marketing, Technical, Service and Leadership.

Furthermore, you will carefully navigate the balance of the customers situation and requirements against the commercial needs of Smoothwall – after all, valued products and services require continued investment which all customers must contribute to. 

Key outcomes: New customer journey health, high Aftercare CES, maximise CSAT/NPS, minimise risk, capture intelligence

Here's how you'll do it:

Operationally you will:

• Undertake remote and on-site installations of Smoothwall products.
• Attain and maintain technical expertise in the Smoothwall product suite.
• Monitor and track project’s progress, report and escalate to management as and when required.
• Work closely with the wider CS team to maximise customer experience and outcomes.
• Resource planning including estimating resources required to deliver project tasks, monitoring the accuracy of these estimations and developing processes to improve accuracy as required.
• Liaise with Smoothwall’s prospective and existing customers’
• Update internal and external stakeholders on status of complex tasks within the project.
• Manage the handover of successful implementations into Support.
• Work with the Project Manager to reduce project latency of time dependant tasks.
• Report risks, conflicts, concerns and procedural irregularities to management
• Observe accuracy and appropriateness of processes, record metrics/KPIs & internal/external feedback relating to tasks and monitor the Project Queues. 
• Produce post-mortems on unsuccessful and over-run tasks to management

Qualifications

What you will bring:

• Strong customer engagement skills.
• Very organised, methodical, and analytical
• A proactive mentality
• Ability to quickly learn new skills and adapt to new systems, procedures and environments.
• Confident and professional in communicating with internal and external people.
• Working knowledge of the following technical disciplines:

                TCP/IP, routing and switching, VLANs, NAT

                Active Directory, DNS, DHCP

                Firewall access control, IPSec and OpenVPN

                HTTP, HTTPS, Web proxy and filtering

                Virtualisation technologies (e.g. VMware, Hyper-V)

                Linux administration

                Wireless networks and RADIUS authentication

Desirable

• Experience working in schools, colleges or other education institutions.
• UK driving license and own transport.
• 2 years previous experience in a similar role.
• Previous Smoothwall experience
• Industry accreditations (CCNA, CompTIA N+ or similar)
• A technology related degree or equivalent
• A desire to be a customer advocate internally – help our company improve our understanding of customers’ needs, so we may serve them better.
• Strong self-organisational skills, happy to predominantly work from home.
• Ability to quickly learn new skills and adapt to new systems, procedures and environments 

Additional Information

Why choose Smoothwall by Qoria:

In this role, you can expect:

• Employee stock options
• Enhanced holiday & family leave
• Tech Allowance
• .... and much more

More importantly, you’ll..

• Deliver tech with purpose...

As part of our Support team, your work truly matters. Your creativity, organizational skills, and understanding of our tech customers’/clients’ needs will help grow and nurture our membership. This means helping more children stay safe online.

• With people who care...

You’ll work among a tight-knit team of Support professionals who share your passion for enabling safe online environments. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.

• Through work that you love...

You’ll get to work on projects with real-world impact. And along the way, you'll be exposed to modern technologies and processes, in a fast-paced and supportive learning environment.

• And a career that you own.

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions. And as you step up and take ownership to make things happen, you’ll carve out an incredible career.

Sound like you?

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity.

At this stage we are only accepting applications from those with full working rights.

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