Client Support Officer

2 weeks ago

Hawthorn, Australia Compass Education Full time

Come shape the future of education with us.

We are Compass - smart school management in one connected platform. We believe that time spent in the classroom should be for learning and teaching.

Our two co-founders John and Lucas met over a team lunch and while chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology. After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life in 2009 in Lucas’ parents' garage.

Fast forward a decade - it’s no longer just John and Lucas eating sandwiches at the lunch table. Our school management ecosystem is now used in more than 3,000 schools across Australia and beyond. We’re joined by over 230 members of the Compass team, delivering smart school management solutions around the world.

Here’s why we need you…

We are looking for an enthusiastic person to join our established AU Support team. At Compass, great support is at the heart of our market-leading customer service, and so you will be a key part of a dynamic and fast-growing team.

In this role there are opportunities for rapid progression and exposure to other parts of the organisation for the right candidate.

What you’ll do:

You will join the Compass AU Support function in our Melbourne Office, working with the Support Manager & Support Supervisors. As a Level 3 Client Support Officer you are responsible for managing the support provided to Enterprise and Independent clients and providing solutions to high priority issues as they arise. You will be required to provide both inbound and outbound support to schools as required to respond to issues and manage relationships.

Specifically, you will:

  • Become a Subject Matter Expert on the Compass Platform to provide support and assistance for both internal and external stakeholders.
  • Provide support to Enterprise and Independent School customers or escalated complex support issues, via our Support channels or onsite with customers.
  • Manage tickets in Enterprise support channels ensuring that SLAs and communication frequency guidelines are met.
  • Display exceptional customer service and stakeholder management skills.
  • Work with the Product and Customer Success Teams as needed to escalate issues and provide recommendations and resolutions.
  • Provide support via inbound channels, LiveChat, Phone and Email as needed.
  • 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.
  • Work with the Support Leadership team to identify opportunities for improvement in support process or product enhancements to increase the efficiency of the support team.
  • Assist in the creation and implementation of customer self-service material and tools

Requirements

About You

We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must. We’re also looking for people who celebrate diversity and thrive in a collaborative environment.

You will also:

  • Demonstrate a service-oriented approach to helping customers
  • Be enthusiastic & 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
  • Experience with the Compass Education platform is highly preferred

Benefits

What’s in it for you?

  • Meaningful work in a rewarding industry that allows you to contribute to a mission that you believe in
  • Learning & Development opportunities - we want you to 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 the means of face-to-face, livechat and phone support

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior To Commencing Employment, You Require:

  • a valid Employee Working With Children Check
  • a satisfactory National Police Check
  • verification of unrestricted work rights in Australia, eg citizenship, passport, or birth certificate

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