Client Support Specialist

3 weeks ago

Hawthorn, Victoria, Australia Compass Education Full time
Client Support Officer

We are seeking a highly skilled Client Support Officer to join our dynamic team in Melbourne, providing exceptional support to Enterprise and Independent school customers.

Compass is a leading provider of smart school management solutions, used in over 3,000 schools across Australia and beyond. Our team of over 230 members is dedicated to delivering top-notch support and services to our clients.

As a Client Support Officer, you will be responsible for managing support tickets, providing solutions to high-priority issues, and working closely with internal stakeholders to resolve complex problems.

Key Responsibilities:
  • Become a Subject Matter Expert on the Compass Platform to provide support and assistance for internal and external stakeholders.
  • Provide support to Enterprise and Independent School customers or escalated complex support issues via various channels.
  • Manage tickets in Enterprise support channels, ensuring SLAs and communication frequency guidelines are met.
  • Display exceptional customer service and stakeholder management skills.
  • Work with the Product and Customer Success Teams to escalate issues and provide recommendations and resolutions.
  • Provide support via various channels, including LiveChat, Phone, and Email.
  • Assist L1 and L2 team members by sharing knowledge, taking on escalated issues, and assisting with support delivery.
  • Work with the Product teams regarding escalated product issues or new projects.
  • Assist in the creation and implementation of customer self-service material and tools.
Requirements:
  • Demonstrate a service-oriented approach to helping customers.
  • Be enthusiastic and motivated, with a positive attitude and good initiative.
  • Have strong verbal and written communication skills.
  • Have strong attention to detail and ability to see tasks through to conclusion.
Benefits:
  • Meaningful work in a rewarding industry that allows you to contribute to a mission that you believe in.
  • Learning and Development opportunities to help you grow and get the most out of your role.
  • Parental Leave Program for both primary and secondary carers.
  • 24/7 access to our Employment Assistance Program (EAP) through face-to-face, livechat, and phone support.

Compass is proud to be an equal opportunity employer, embracing and celebrating diversity and committed to creating an inclusive environment for all employees.

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