Technical support assistant – Gale (part-time), Melbourne

Cengage Group

Gale is a world leading provider of research resources including digital archives, databases, and eBooks. We deliver quality resources to University, National, State and Public Libraries as well as TAFE and RTO customers, to inspire innovation and an enhanced educational experience. Gale is part of the Cengage Group of Companies. Cengage is a leading educational content, technology and services provider.

At Cengage, we seek to employ the best people to deliver our inspiring, innovative and sustainable educational solutions for our customers. We wish to appoint a passionate Technical Support Assistant to provide technical product knowledge and assistance to internal and external stakeholders on a part-time basis. This three day per week position is based in Melbourne, with current working from home arrangements in place however the opportunity to work in the Melbourne office is available. Reporting to the Technical Support Executive and the Marketing Manager, limited travel is an integral part of this position.

We are looking for an exceptional individual with excellent communication and customer service skills and an excellent understanding of library technologies. A high level of organisational skills is essential for success in this role.

Key responsibilities include:

• Providing technical knowledge and support
• Issue resolutions and customer service
• Build relationships with external customers and increasing business and revenue growth
• Assist sales and marketing teams with planning, coordinating and presenting technology solutions to customers
• Pre and post-sales service and customer product training
• Closely work with our US partners regarding new innovations and technologies
• Train and develop research consultants to improve knowledge and skill base

The successful applicant will have:

• Graduate or post graduate qualifications in IT or Librarianship or related fields
• Proven experience in help desk or technical support
• Background in customer support or sales would be highly regarded
• Excellent technological skills
• Highly developed communication skills, both written and verbal
• Strong communication and presentation skills
• The ability to establish and maintain effective relationships
• Strong organisational and project planning skills
• Analytical and problem solving skills
• The ability to prioritise
• Highly developed training skills

This position is ideal for someone who is highly motivated and who likes to take on a varied range of responsibilities within a dynamic work environment.

A detailed job description is available on our website for interested applicants. A Working with Children Check and Police check will be required for this position.

Applications quoting no. TSA0523 should be submitted to the HR Manager via email aust.employment@cengage.com or our website www.cengage.com.au by Friday 17 March.

Job details

Category: Jobs