Education Support Specialist

2 days ago

Hawthorn, South Australia Compass Education Full time

About Compass Education

We are a leading provider of smart school management solutions, serving over 3,000 schools across Australia and beyond. Our mission is to empower educators to focus on what matters most - teaching and learning.

Our dynamic team is dedicated to delivering exceptional customer service and support. We're seeking a highly motivated and experienced Education Support Specialist to join our established AU Support team in Melbourne.

Key Responsibilities:

  • Become a Subject Matter Expert on the Compass Platform to provide timely and effective support to internal and external stakeholders.
  • Provide high-priority issue resolution for Enterprise and Independent School customers via various support channels or onsite.
  • Manage tickets in Enterprise support channels, ensuring SLAs and communication frequency guidelines are met.
  • Display exceptional customer service and stakeholder management skills.
  • Collaborate with Product and Customer Success Teams to escalate issues and provide recommendations and resolutions.
  • Assist L1 and L2 team members by sharing knowledge and taking on escalated issues.
  • Work with the Product teams regarding product issues or new projects.
  • Contribute to process improvements and identify opportunities for enhancing support efficiency.

Requirements:

  • Demonstrate a strong passion for creativity and problem-solving, with excellent customer service skills.
  • Show enthusiasm and motivation, with a positive attitude and good initiative.
  • Possess strong verbal and written communication skills, with attention to detail and task completion.
  • Prior experience with the Compass Education platform is highly preferred.

What We Offer:

  • A competitive salary of $65,000 - $75,000 per annum, commensurate with experience.
  • Ongoing learning and development opportunities to grow your career.
  • A parental leave program for both primary and secondary carers.
  • 24/7 access to our Employee Assistance Program (EAP) for mental health support.

Compass Education is an equal opportunity employer, committed to creating an inclusive environment for all employees.

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