Content Support Manager at A cloud guru

Content, Melbourne, Victoria, Australia melbourne support
Description
Posted 1 months ago

The Content Support Manager role

EDUCATE | PROBLEM-SOLVE | COMMUNITY

Our Content Support Managers are cloud experts who provide the crucial front-line support for our customers and play an active role in building on-line learning communities around cloud technology. They make sure that learning is a two-way conversation and that feedback from our customers is compiled for action by our content creators. They share their knowledge on forums, answer student questions, handle support tickets, provide learning guidance and make sure that content is current and serving students well. At A Cloud Guru we know how valuable our community is and we rely on our Content Support Managers to keep that community a vibrant forum for feedback, learning and connection. 

Hello, we're A Cloud Guru

Our friends call us ACG.

A Cloud Guru was built by engineers for everyone, everywhere. Here, you’ll have the freedom to follow your curiosity. We’re not afraid to just try, because when you’re working with cutting edge technologies, experimentation and trying out new ideas have to be encouraged and celebrated.

Our engineers are building the world’s largest (and most awesome) cloud learning platform. Why? Our mission is to teach the world to cloud. Our fun, practical courses have helped over 1.5 million people learn to cloud, and we’re just getting started.

Everyone on our team genuinely cares about our students, the quality of their education, and what that can mean for their careers and their lives. When that’s driving your decision-making process, the other pieces fall into place naturally. – Pete, VP of Education & Research

What makes the Content Team awesome...

Who says learning something technical has to be a snooze? With a human touch, the world’s leading cloud gurus, and a few LEGO bricks, we’re giving people the skills they need to move up in their careers and change their lives… and having a bit of fun along the way.

Based on the latest learning techniques and infused with humor, our content is more than meets the eye, transforming novices into gurus faster than robots turn into semi trucks. To get our students on top of the cloud, we have to get there ourselves. We dedicate time each week to continued learning – from getting certs to brushing up on presentation skills.

  • Be the expert. You will be appreciated for upholding our content quality standards.
  • Be the advocate. Be the voice of our students and a sounding board for the company.
  • Be values driven. Work where people are valued, and we do right by our customers.
  • Change people's lives. Give people the education that helps them improve their lives.

We're given the freedom to try things out, and set our own agenda, and leave our mark on the company. - Nick, Lead Educational Design Architect

As a Content Support Manager at ACG, you’ll get to:

  • Be a trusted expert that our students turn to for help
  • Have primary responsibility for answering student questions
  • Shape the ACG customer support system
  • Support people on life-changing learning journeys
  • Shape the evolution of content on the ACG platform

We are looking for someone who can:

  • Manage content-specific support tickets and student questions 
  • Engage with and nurture an online learning community
  • Give efficient and empathetic support to students
  • QA content and catch any details that need to be updated

What you bring to the table

We focus on hiring values-aligned people, because we believe the right person can learn all the things to be successful in their role. Self-belief plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. Uni degrees aren't required for any roles, and career gaps or switches are totally welcome.

Essential

  • 3+ years hands-on experience working with cloud technology
  • 2+ years experience in roles with technical support / help desk responsibilities
  • One or more associate-level certifications with a cloud technology/vendor
  • Ability to effectively organise and manage a large volume of support tickets
  • Experience mentoring and coaching junior team members
  • Capacity to work collaboratively with a diverse geo-distributed team

Desirable

  • Knowledge of and/or experience working with Google Cloud Platform
  • Experience working within the education/training sector
  • Experience as a customer using an online learning platform
  • Experience working with ESL stakeholders or customers
  • Experience working with Zendesk

Does this sound like you? Want to help us teach the world to cloud? Get in touch, we’d love to talk.

More than a job

Where you work isn’t just a career decision — it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

  • 5 weeks paid time off. Whether it’s hiking to a waterfall or bonding with your couch, we all need time to unplug
  • Gender-neutral paid parental leave. We offer 8 weeks of gender-neutral paid parental leave
  • USD $250 quarterly education budget. All Gurus get USD $250 to spend on professional development every quarter
  • 2 hours each week reserved for learning. Every Friday for 2 hours, we put down our normal work and spend time learning something new
  • Salary Packaging. Our salary packaging benefit allows you to pay for certain everyday expenses, like your car lease or new laptop, with pre-tax dollars
  • 5 mins from Flinders Street Station. Commuting is a breeze when the office is a 5 minute walk from Flinders Street Station, when we're back in the office, that is! At the moment, we're all still working from home. 
  • Stocked kitchen. Lunches are catered twice a week, and our kitchen stays stocked with carb free, lactose free, and vegan friendly options. Another reason to look forward to getting back to the office! Until then, there are heaps of initiatives like Zoom yoga, online tea club and more to keep everyone connected while we're working from home.
  • Get certified on us. A Cloud Guru will cover the cost of sitting all industry cloud certifications

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll schedule a Zoom call to meet other members of the team, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

*Changes as a result of COVID-19
TL;dr - All interviews will be video calls using Zoom
The health and wellbeing of our current and prospective staff is our number one concern so at the moment, we’re doing all our interviews using Zoom. That’s the only major change. Substantively the interview will be exactly the same. If you are invited to a video interview, your recruiter will provide you with a link to the call and some tips around how to set yourself up. You don’t need a Zoom licence, just a decent internet connection and a compatible device.