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Technical Support Analyst

Culture Amp

Culture Amp

IT, Customer Service
Melbourne, VIC, Australia
Posted on Friday, December 8, 2023

Join us on our mission to make a better world of work.

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, PwC, KIND, SoulCycle, Celonis and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com.

How you can help make a better world of work

As a member of the IT Support Team you will primarily provide an exceptional support experience to our (pretty amazing) people across the globe - creating a positive, reliable, and consistent IT experience that supports and enables everyone to continue to deliver impactful and quality results.

You are passionate about helping people and will be there for them from their day one onboarding, and provide ongoing support for access, software, and hardware ensuring that they have everything they need to do their jobs around the world.

Our team thrives at the intersection of technology and people and is comprised of folks with strong technical, customer service, and communication skills. This role is perfect for someone who has a strong internal drive, like to solve problems, and can define their own priorities, requirements, and goals in a dynamic, fast-paced environment. Less than 10% of all tickets get escalated through to our Engineers so an analytical and logical approach to problem solving is a must.

Given the in-person support required for this role, it requires someone who can attend our Melbourne (Richmond) office on a full-time basis.

As part of this team of amazing humans,

You will

  • Represent Technology to a high standard across all interactions (Internal and external).

  • Provide a positive Camper experience through rapid response, troubleshooting, analysis and resolution for all incidents reported; following the standard Incident Management processes, including functional escalation where appropriate.

  • Provide high-quality and consistent day-to-day technical response to Campers for access, software, and hardware within the Culture Amp corporate environment.

  • Provide support and maintenance activities for general environment, and office-based hardware (Including but not limited to Zoom rooms, cabling, comms rooms, printers, desktop Equipment, peripherals, and periodic audit tasks).

  • Facilitate and continually develop the Camper IT Onboarding Sessions ensuring an engaging and positive introduction to IT Support at Culture Amp.

  • Manage the Camper lifecycle - administering, supporting and maintaining Access, Enterprise Software, and Camper Hardware within the Culture Amp environment, and ensuring compliance with the applicable security policies through Onboarding, Role Changes, and Offboarding events.

  • Manage the IT Asset lifecycle and inventories, working with vendors as appropriate for coordination of delivery, installation, repairs, and returns ensuring Security and Finance compliance expectations are met.

  • Contribute to the ongoing success and growth of the team through the identification of enhancements or changes, formalising these into actionable project proposals or process improvement opportunities.

You have

  • Proven success and a background in Technology Support with a focus on Apple devices, MacOS, and SaaS tooling.

  • Demonstrated success in remote and/or hybrid work environments. You have a sense of belonging, even from afar, and are able to manage individual responsibility while being collaborative in a distributed environment. Our team is spread all over the world and we are looking for someone who will not only join, but help grow our team’s culture and sense of community. The users we support are also distributed and we have office hubs in our key regions.

  • Ability to multitask and juggle competing priorities. Navigating ambiguity is more of a quest than a blocker or challenge.

You are

  • Empathetic, and this helps you align with people in times of high stress.

  • Curious and have an appetite to learn new skills and tools.

  • Self driven - You find value in the work you do because of the impact it has on people in the company. This makes even the boring or tedious parts of our work feel worth doing.

  • Well versed in the hard-skills required to provide a great support experience. These aren’t only technical - i.e. the ability to communicate clearly, structure interactions in a way that provides a journey and understanding to our users, create good documentation allowing people to help themselves (and much more).

We believe that inclusive businesses are better, not just for “company results”, but for the world. We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

We ensure you have the tools you need to thrive both in and out of work.

  • MacBooks for you to do your best work

  • Share Options - it’s important to us that everyone is an owner and can share in our success

  • Excellent parental leave and in work support programme, - for those families to be

  • Fun and inclusive digital, and in-person events

Most importantly, an opportunity to really make a difference in people’s lives.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.