Support Analyst - Scientia / Cyon Knowledge Management

Job No: TECH21222295
Location: Brisbane

We’re looking for a passionate early career professional who can bring experience and enthusiasm to our team, which will flow through to enabling our customers to be successful.  We are a fast paced and dynamic team and we offer a diverse and inclusive environment.  

Scientia and Cyon Knowledge Computing provide market-leading academic timetabling & resource scheduling software to hundreds of higher and further education institutions. This role will suit someone who strives to provide a great customer experience. Building key business relationships is a large part of this role, in addition to attention to detail, accuracy and problem solving skills. Experience in the higher education sector is a bonus, but not necessary.

  What you'll be doing... 

  • Owning and resolving assigned Scientia / Cyon customer issues and question requests in a timely and seamless manner
  • Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues 
  • Creating knowledge base articles to improve first call resolution and help customers self-serve 
  • Providing a compelling customer experience on every customer interaction to make our customers feel valued and important

Experience and knowledge in: 

  • Bachelor's degree in an IT related subject, or at least two (2) years experience in a technical role
  • Experience in a customer facing role
  • Strong written and verbal communication
  • An excellent telephone manner

If you’ve had experience with education related software, and are keen to further your career through developing and applying your software product knowledge, whilst working with a global leader in timetabling, resource booking and exam scheduling, then this is the change you’ve been waiting for! 

Who we are… 

Established since 1989, Scientia and Cyon Knowledge Computing provide market-leading academic timetabling & resource scheduling software to hundreds of higher and further education institutions. In 2021, Scientia and Cyon Knowledge Computing joined the TechnologyOne Group. Through this acquisition, Scientia will incorporate its world-leading enterprise scheduling and timetabling product with TechnologyOne’s OneEducation ERP SaaS solution.

TechnologyOne (ASX:TNE) is Australia's largest enterprise software company and one of Australia's top 150 ASX-listed companies, with offices across six countries.  We create solutions that transform business and make life simple for our customers.  We do this by providing powerful, deeply integrated enterprise software that is incredibly easy to use.  Over 1,000 leading corporations, government departments and statutory authorities are powered by our software. 

We pride ourselves on providing our people with earned recognition through career progression, competitive salaries and a supportive environment.  We double in size approximately every 4-5 years so career opportunities abound.  Everything is about to change.  Are you ready? 

We value creativity, innovation, and people with an entrepreneurial spirit.  See us in action at Hack Day!  

 * Applicants must have the right to work permanently in Australia. 


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