Job Title

The Alpha School System (TASS) provides intelligent software that connects the school community. A Brisbane based software company, TASS develops and supports TASS. web and Edumate Student Information Systems, and the TrackOne Studio Learning Analytics Suite. This role will be focussed on the TASS. web product, a comprehensive suite of K-12 school management and community portal software products. TASS forms part of the Education vertical of the Volaris Group of companies, a subsidiary of Constellation Software Inc. (CSI).CSI is an equal opportunity employer of more than 64,000 employees world-wide with a consolidated turnover of US$10 Billion. This represents a rare opportunity to have the stability and support of a strong global business and the autonomy to make a difference! ROLE / RESPONSIBILITIES Lead, coach and mentor a team of Application Support Analysts to ensure high performance, capability development and professional growth. Allocate and manage team workload to ensure timely, accurate and effective resolution of customer enquiries across the Finance and Payroll functions of the software. Act as an escalation point for complex or highpriority customer issues, ensuring clear, consistent and customerfocused resolution pathways. Provide elevated support to customers across multiple channels, including our ticketing system, phone and video conference. Ensure adherence to established processes and standards relating to case management, escalation handling and service quality. Collaborate closely with internal teams to resolve complex issues, improve crossfunctional workflows and enhance overall customer satisfaction. Generate, monitor and analyse support metrics and performance reports to identify trends, insights and opportunities for improvement. SKILLS & EXPERIENCE Experience in a supervisory position within helpdesk support or IT role. Demonstrated leadership or team coordination experience. Excellent communication skills with customers and colleagues both written and verbal. Proficiency with service desk systems (Jira) Methodical and disciplined approach to problem solving. Understanding of accounting or financial processes, particularly within payroll, accounts receivable or accounts payable (highly advantageous). Experience in a K12 Independent school environment (advantageous). Tertiary qualification in information technology, accounting, business or a related field (advantageous). BENEFITS Participation in our corporate bonus program. Opportunities to grow your career within the business. Flexible working arrangements. Regular social events in and out of office. Join a leading brand in the education software space that is on an amazing growth journey. TO APPLY: If you meet the above criteria, we can''t wait to meet you! Apply now! #J-18808-Ljbffr