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Technical Support Specialist (Contract / Remote)

New South Wales, Australia

DATE ADDED
May 1, 2020
ROLE TYPE
Technical support
JOB CODE
34_465
JOB DESCRIPTION

West Island Digital  helps people build, grow and scale their online businesses.

We are currently collaborating with the Department of Social Services to run the Online Business Liftoff program under the auspices of the Try, Test and Learn Fund (TTL) for specific groups of people.

The Online Business Liftoff (OBL) program teaches participants how to build their own online business and supports them with intensive coaching during the first three months of setting up their business.

Government funded participants will either be carers aged 26+ or people over 50 who are on the Newstart program or at risk of long-term unemployment.

The Role

West Island Digital is looking for someone who can provide technical support to our participants as they develop and grow their online business.

  • Start Date:  7 May 2020

  • Finish Date:  31 March 2021

  • Appointment type – Contractor, Part-time.  The applicant requires a current ABN and public liability insurance so they can be contracted into the position.

  • Hours – 10-15 hours per week.  Actual days/hours worked can be flexible.  

  • Salary – Between $35 and $40 per hour depending on level of experience and expertise.  

  • Location – Within Australia.  Be willing and able to work from home or other suitable location.  

Technology List:

  • Website Hosting Platform = SiteGround (siteground.com)

  • Website "Container" = WordPress (wordpress.org)

  • WordPress Editor/Theme = Divi (elegantthemes.com) and other editors

  • Email List = MailChimp (mailchimp.com), AWeber (aweber.com) and ActiveCampaign (https://www.activecampaign.com/)

  • Membership engagement = Slack (slack.com) and Facebook (facebook.com)

  • Funnel Visualisation = FunnelMappy (funnelmappy.com)

  • Integration = Zapier (zapier.com)

  • Analytics = Google Analytics (analytics.google.com) and Google Search Console

  • Diagnostic Tool Builder = LeadsHook (leadshook.io)

  • Google Suite

  • Other tech as the need arises

Responsibilities:

  • Manage the process for setting up each participant’s website hosting account and website “shell” and supporting participants as they get their URL and email address.  Participants are responsible for  populating their websites with their own content and “look and feel”, but you will help them learn how to use the website editor so they can create their own content.

  • Develop any supporting documentation to help participants quickly get up to speed with the above process

  • Create or provide short “how-to” videos for commonly recurring questions/problems participants encounter

  • Be the go-to person for participants and other team members if they have technology-related problems (either digital or computer-based)

  • Support the community managers with automating processes where possible, e.g. Slack and other forums, Facebook pages, etc. that are required to support students as they go through the program

  • Positively interact with and support students in those online forums

  • Assist in monitoring student activity and provide reports as required to assist with fulfilling government reporting reports

  • Assist with funnel testing when required

  • Be a proactive, forward thinking part of the team

  • Maintain set office hours for student access online

  • Respond to queries within 4 hours during normal working hours and for queries outside of work day hours as soon as possible on the next working day.  

  • Attend face-to-face workshops and provide tech support for them as required

Selection Criteria

Essential:

You …

  • Love working with, supporting and helping people

  • Have at least 1 year’s experience in providing tech support, particularly with respect to online software/SaaS tools and platforms, etc.

  • Have a good understanding of how the internet and computers work (both Mac and Windows operating systems) and can explain technical concepts very simply without sounding condescending and/or arrogant

  • Have at least 1 year’s experience with funnel testing and optimisation

  • Confidently use technology and have used or can quickly learn to use platforms like Slack, Zoom, Facebook, Thinkific/Teachable (or equivalent), Trello, Google Drive, Zapier, etc.

  • Can competently set up technology/software accounts

  • Have experience in creating and/or documenting processes

  • Are self-starting, but able to take direction

  • Are able to cope with an approach that evolves as we continue to learn what works best for our students and stakeholders

  • Build strong relationships with students and team members, alike

  • Have a heart for helping people improve their lives

  • Have an ABN (Australian Business Number) or have the ability to get one quickly

  • Have a current police check and/or a working with vulnerable people check or can get one done

Desirable:

  • Are working on or have successfully set up your own “side hustle”

Please send your EOI and your availability as the client will be contacting successful shortlised candidates to arrange a discussion.