Customer Support Officers and Specialists

**Join us to make a difference for all students in NSW**

**Position details**
- Multiple customer service roles available
- Clerk Grade 3/4: $53.37 per hour; Clerk Grade 5/6: $63.01 per hour (inclusive of casual loading)
- Casual, full-time positions (7 hours/day, Monday to Friday) on-site at our conveniently located offices near Wynyard Station

**About the role**

Join our team and help ensure the smooth administration of NAPLAN in NSW We have multiple customer service roles available from January to April 2025.

We’re looking for **customer-focused** and **tech-savvy** individuals to join our team as **Support Officers** and **Support Specialists**. In this supportive and collaborative environment, you will deliver high-level customer support and troubleshooting advice to schools and stakeholders. We're looking for agile and dynamic individuals who can quickly pick up and retain new technical information.

As a **Support Officer** (Clerk Grade 3/4), you will:

- Serve as the first point of contact for schools within our helpdesk team
- Provide exceptional customer service to schools and other stakeholders
- Collaborate with team members to ensure all issues raised are addressed effectively
- Provide accurate information and stay updated on any changes to resources

As a **Support Specialist** (Clerk Grade 5/6), you will:

- Offer high-level support for schools involved in NAPLAN tests
- Respond to and resolve complex inquiries and issues
- Provide guidance and support to new team members as required
- Assist in data cleanup activities as necessary
- Plan and prioritise your workload while monitoring your progress
- Exceptional attention to detail
- Strong time management skills to balance competing priorities
- The ability to quickly learn and maintain technical knowledge to troubleshoot effectively

To learn more about each role, click on the role descriptions below:

- Support Officer (Clerk Grade 3/4)
- Support Specialist (Clerk Grade 5/6)

**About us**

At the NSW Education Standards Authority (NESA) we work with the NSW community to drive improvements in student achievement.

We achieve this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).

To find out more about the important work we do for NSW visit our website.

**Ready to join us?**

At the beginning of your response, indicate which role you are interested in or if you would like to be considered for both: Support Officer (Clerk Grade 3/4) and Support Specialist (Clerk Grade 5/6).
- Provide an example of a time where you delivered exceptional customer support or resolved a technical issue in a previous role. How did you approach the situation, and what was the outcome?

If you need reasonable adjustments for the recruitment process and workplace, please reach out to the contact person above.
Please note that there is no work-from-home arrangements available for these positions

Close date: 24 November 2024 at 11.59pm AEST

**Important information**

Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident.

Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.