Published by Janison December 19, 2017


The Learning Support Specialist primary purpose of this role is to resolve support tickets raised by Janison’s Learning Clients in our Help Desk portal.

This is an exciting opportunity for a passionate, customer focused, individual, with excellent team membership skills to join a growing first-class Help Desk team dealing with clients across the globe.

Your Primary Responsibilities will include;

  • Providing exceptional customer service at all times.
  • Collaborating with other functions to ensure tickets are managed to resolution.
  • Ensuring that new unassigned tickets are triaged and responded to within timeframes.
  • Ensuring that backlog tickets are updated with current developments, are resolved or escalated to JIRA within timeframes.
  • Ensuring that the client is provided with any known workarounds in a timely manner.
  • Ensuring that regular requests for follow-up are issued to tickets that are pending the clients’ response.
  • Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner.
  • Produce standard and ad-hoc reports for clients within timeframes.


To be successful in this role you will be able to demonstrate 1-2 years in a technical call centre or help desk role.

The role requires someone who demonstrates high energy and enthusiasm, a mature presence with an excellent customer service focus and strong interpersonal skills to effectively interact with people of all levels.  You will be an ambitious self-starter with the desire to learn, develop and become a reliable member of our support team.

The successful candidate will ideally have certifications/degree in IT Technology.

You will also be able to demonstrate:

  • Good technical knowledge (understand general IT Technical terms) ideally with experience of using Jira (or other helpdesk systems)
  • Passionate, proactive and detail orientated
  • Problem solver and fast thinker
  • A proactive individual with abundant energy, enthusiasm and unshakable positivity
  • Strong evidence of excellence in customer service, with the ability to liaise with employees at all levels
  • Demonstrates high levels of reliability, adaptable and flexible
  • Demonstrates a strong work ethic
  • Demonstrates effective team working skills, with a can-do attitude
  • Demonstrates strong communication skills (both verbal and written)
  • Proven ability to work on own initiative and prioritise own workload effectively
  • Proven ability to effectively deal with conflict (internally and externally)
  • Proven ability to work in a fast-paced enviroment


Janison is a world-class, software company that designs, develops and implements cloud-based Learning and Assessment Systems for clients globally. We build close partnerships with our clients, and work with them to understand how our product makes a difference to their business.

Janison’s core mission, since it began in 1998, is to transform how people learn. To do this, our teams work with some of the world’s best and brightest on industry-leading projects and use cutting-edge technology to deliver ground-breaking solutions, for clients across the globe.

Janison is listing on the Australian Stock exchange on 21st December and is set for big growth over the next three years. We envision 25 million learners using our platform by 2025.

Our passion for excellence, innovation and personal service is what drives our entire team from our help desk support, software developers, software test analysts, product owners, business analysts and technical writers, to our documentation specialists, implementation specialists, project managers and trainers.

We have teams in Sydney, Melbourne, Coffs Harbour, Brisbane and the Gold Coast in Australia, as well as in Singapore and New Zealand.

We can offer great opportunities to people who are dedicated, hardworking, have strong written and verbal communication skills, thrive under pressure and have a passion for technology. Our team all share in a core desire to learn and grow.

We offer a great team and culture, flexible working arrangements, learning, career progression and professional development and five weeks’ paid annual leave per annum.

Janison the right people make a big difference. Remuneration will be matched to experience.

To apply, please provide a full Resume and covering letter with Salary details and availability.

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