Client Support Officer - Level 1

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 250 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 1 Client Support officer you will be responsible for providing phone, email and live chat support to existing customers who have questions, queries or issues surrounding the Compass platform. Enabling schools to get the best out of their software through maintaining the Knowledge Base and providing excellent customer service.

Specifically, you will:

• Ensure your Compass knowledge is up to date and thorough
• Provide solutions to schools by responding to their requests and solving problems as they arise
• Impart product knowledge around the Compass platform improving schools' ability to use the software
• Manage communications through a range of channels - including live chat, emails, and phone calls
• Log and monitor tickets within Jira, ensuring we meet our SLA
• Keep informed of developments in the Compass platform
• Keep abreast of news from the Department for Education to ensure the advice you give is up to date and accurate
• Escalate customer enquiries to the appropriate team, giving customers regular updates on the status of their issue
• Proactively identify training requirements and liaise with the Training Team to ensure schools are able to use the platform to its full potential
• Develop and maintain Knowledge Base Articles
  
  
  

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
  
  
  

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