1st Line Support Engineer

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 are we? Headquartered in Perth, Australia, with offices around the world, Qoria is an ASX-listed global leader in child digital safety technology and services. Our solutions are used by schools, school districts, and parental communities to protect children from harmful online content, identify students at risk based on their digital behaviours, and help teachers maintain focus and safe learning environments in the digital classroom. Today, 30,000 schools and 7 million parents rely on our solutions to help keep 25 million children safe across 180 countries worldwide.

What’s the opportunity? This role provides first-line technical support to end-users, including troubleshooting hardware and software issues, answering technical queries, and resolving technical problems via phone, email, chat, or in person. The successful candidate will be the first point of contact for the company and therefore must represent our values, set the standard for customer service and is responsible for instilling confidence in our responsiveness and exhibit expert knowledge so that our customers know they are in a safe pair of hands.

Here’s how you'll do it:

• Manage incoming support tickets via email and live chat to ensure first response SLA’s are met each time.
• Provide first-level technical support to end-users or customers via phone, email, or chat.
• Troubleshoot and resolve hardware and software-related issues promptly.
• Accurately diagnose technical problems by asking relevant questions and gathering information.
• Log and track support requests using a ticketing system.
• Offer exceptional customer service by maintaining a friendly and professional demeanour, ensuring a positive customer experience.
• Utilise remote access tools to troubleshoot and resolve issues on users’ devices when applicable.
• Escalate complex issues to higher-level support teams or specialists when necessary, ensuring timely problem resolution.
• Identify and highlight patterns amongst incidents that could be a result of an outage or major incident.
• Contribute to and maintain a knowledge base with solutions to common issues for self-service by end-users.
• Assist users in understanding and using common software applications, tools, and systems.

What you’ll bring:

• Experience in a customer service role.
• A high level of written and spoken English.
• Experience of dealing with enquiries over the phone and via email.
• Strong organisational skills.
• Work well in time-pressed situations.
• Ability to empathise with customers.
• Ability to remain professional when interacting with difficult and reactive customers.
• An understanding of safeguarding children and how education organisations are run.
• Motivation to resolve customer queries in a timely manner.
• The ability to keep up with ever-changing processes to meet government safeguarding standards.
• Identify patterns in queries to identify potential bugs in the software.
• Identify patterns in queries to identify key areas to focus our knowledge base articles.
• A fundamental understanding of IPv4 networking and networking technologies/protocols.
• Natural curiosity and a strong drive to learn.

Ideally you’ll also have:

• Experience with Smoothwall products.
• Experience with Linux operating system in desktop and command-line environments.
• Experience with the following systems: Google Workspace (Google Meets, Google Docs, Google Sheets), Zendesk, RingCentral, Confluence (and Jira), Notepad++, Zoom, Slack (not a priority), TeamViewer (not a priority).

Why choose Smoothwall by Qoria? In this role, you can expect: Employee stock options Enhanced holiday.