Technical Support Administrator

The Australian Rugby Union, the national body of rugby in Australia and home to the Qantas Wallabies, is seeking applications for the role of Technical Support Administrator in the Rugby Participation Department.

As a member of the ARU’s Rugby Link Support team, the successful candidate will provide first level technical support (phone and email) to Clubs and State Unions across the country in the use of Rugby’s new Player Registration and Competition Management system, Rugby Link.  The primary purpose of this role is to ensure members of Australia’s Rugby community feel comfortable and confident using our new system, and have a positive ‘Rugby’ experience.

The role is responsible for:

  •  Promoting and reinforcing a positive ‘Rugby Link’ experience through the provision of first level technical support to users of the system
  • Helping Clubs and State Unions utilise the Rugby Link system to best effect
  • Providing education and guidance to Clubs and State Unions in areas of supporting broader Rugby policy and procedure
  •  Utilising phone and email to provide Rugby Link process and system support
  • Supporting request (phone and email) logging and monitoring using Rugby’s Help Desk system, SCRUM
  • Issue troubleshooting, follow-up and resolution, including liaison with system vendor, where necessary
  • Identifying and prioritising issues requiring escalation, and monitoring their progress through to successful resolution
  • Data auditing and entry, where required, to ensure player and Club records are accurate and complete.

Required skills:

  • Strong computer literacy with extensive experience in Microsoft Office
  • Demonstrable problem-solving ability
  • Attention to detail
  •  Excellent planning and organisation skills
  • Excellent telephone and written communication skills
  • A positive and pro-active approach
  • Customer Service experience
  • An understanding of sport and competition management systems

Previous experience:

  • Working with limited supervision
  • Prior experience using Customer Help Desk or Ticketing System, is desirable
  • Developing relationships with a variety of stakeholders
  • Any level of prior exposure or participation in the sport of Rugby
  • Two years’ in an administrative role
  • Tertiary qualification in business, sports management or similar, is desirable.

To apply please send your CV and a cover letter supporting your application to

To discuss the role in more detail please contact Rachel Buckling, Manager - Human Resources on 02 80055528.  Applications close Wednesday, 8th April 2015.