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Technical Support Specialist
vor 2 Monaten
Help Desk & IT Support (Information & Communication Technology)
Full time
About Acorn PLMS:At Acorn PLMS, we are on a mission to transform the corporate learning experience.
Our cutting-edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business.
Corporate learning needs a revolution, and Acorn PLMS is the antidote.
We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.
About the role: We are looking for a dedicated Technical Support Specialist to join our team.
You will be architecting Acorn PLMS solutions to meet customer requirements, establishing and maintaining customer relationships, advocating for their needs, and ensuring successful product and service implementations.
Handling customer service requests from internal stakeholders and customers support tickets via HubSpot, troubleshooting technical issues, and providing comprehensive information about our offerings are also key responsibilities.
Capabilities for the role: The best part… we use Acorn for Acorn.
We believe in the power of our Managers and Employees being aligned on the 5 capabilities needed for each role, and the level that we expect for any given role, using our Acorn AI tool to streamline this consistently across our business.
The 5 levels comprise Foundational, Developing, Proficient, Advanced, and Expert.
Here are the 5 capabilities for our Technical Support Specialist to give you an idea of what the role entails, and the level we are looking for from it.
Technical Implementation Management: Manages end-to-end technical implementations such as SSO, coordinating with customers and technical teams to meet requirements and ensure successful deployment.
Follows Acorn's protocols and maintains a high level of technical accuracy.
Proficient: Independently oversees complex implementations, customising setup to meet client needs.
Coordinates effectively across internal and customer teams.Technical Knowledge and Troubleshooting: Maintains in-depth knowledge of Acorn's technical solutions, including SSO configurations and integrations.
Diagnoses and resolves technical issues promptly, ensuring minimal disruption to the customer's experience.
Proficient: Demonstrates advanced technical knowledge, resolving complex implementation issues effectively.
Works closely with customers to prevent recurring issues.Customer Success and Onboarding: Ensures a smooth onboarding experience by guiding customers through technical implementations and providing proactive support.
Builds strong relationships with customers, aligning technical deployments with their business goals.
Developing: Manages onboarding for common technical implementations, ensuring customer satisfaction and completing deployments on schedule.Technical Documentation and Knowledge Sharing: Creates and maintains detailed technical documentation for customer implementations, contributing to Acorn's knowledge base.
Shares insights with team members to enhance technical knowledge across the organisation.
Developing: Documents standard implementations accurately, contributing to the knowledge base and ensuring consistency in team resources.Proactive Customer Support and Issue Prevention: Delivers proactive support by monitoring and identifying potential technical issues before they impact customers.
Implements preventive measures and advises customers on optimising their technical setups with Acorn's solutions.
Developing: Begins independently identifying minor technical issues, implementing preventive actions and informing customers about basic optimisations.This role involves the following technical requirements: Integrating SSO (OAuth/SAML) between Acorn PLMS and third-party identity management systemsConfiguring, managing and maintaining IT DNS: DNS record configurations related to Acorn site configurationConfiguring and maintaining SFTP file transfer processes and API integrations (Postman) using Power Automate processes for data transferNavigating, scripting, and updating database objects (requiring a decent level of SQL proficiency)Managing and maintaining IT user access and identity management: configuring and deploying customer SAML SSO requirements in Acorn, including IDPs such as Azure AD, Google, and Okta.Working with Acorn's REST APIAssisting the Customer Support team with system setup and provisioning on AWS, integrations (SSO or HRIS), and architectural approachSolution Design: Creating detailed architectures for technology solutions, including optimised LMS deployment, integrations into third-party systems such as HRIS, payment gateways, tax integrations, SSO, and content providersQualifications: Strong technical expertise in SSO, DNS, data transfer processes, IT infrastructure, software development (including REST APIs), and systems architecture; AWS knowledge is a plusExperience architecting Enterprise SaaS software and integrations for SMB and Enterprise customersPreferred educational background in Computer Science, Computer Information Technology, or a related field (degree or diploma)Proven skills in communication, collaboration, problem-solving, and managing multiple projects and prioritiesCustomer-focused with a track record of building strong relationships and some experience in customer success, technical support, or similar rolesLocation We are open to individuals based in Canberra or Sydney, Australia.
We are an office-first company, meaning we work from our local offices the majority (if not all) of the time.
Please note candidates will need to be in commuting distance to our offices based in the CBD.
Applicants must have full working rights in Australia to be considered for this role.
Unfortunately, we are unable to provide visa sponsorship at this time.
Our recruitment process Acorn is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected.
We are an equal opportunities employer and welcome applications from all qualified candidates.
We aim to ensure that our recruitment process is fair and accessible to everyone and encourage candidates to request any accommodations needed during the application or interview stages.
About Acorn Acorn is the hub for learning and performance for over 1 million active learners globally.
The work you do — whether that's writing lines of code, designing the layout of a dashboard, or talking to customers — helps real people grow not just professionally, but personally.
In the space of 10 years, we've grown to a global platform in the heart of many major organisations' ecosystems.
There's still so much more to do, and we need people who are keen to help us journey into the next phase on board
And since we're still growing, there's so much you can learn on that journey with us.
To find out more about life at Acorn, our Values, and working with us, check out our website at
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