Digital Support Specialist — Empower Learning for Life

The Smith Family; Brisbane; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible work options

Annual leave purchase

Salary packaging

Discounts at retailers

Job summary

The Smith Family is a national charity helping children and families overcome educational inequality. The Digital Support Specialist role supports Learning for Life families in using our digital services, guiding them with confidence and resolving issues across devices and software.

You will work within the Learning for Life Contact Centre, benefit from flexible hybrid arrangements, and contribute to a team dedicated to accessible education and family wellbeing.

Qualifications

• Experience providing digital support in a contact centre or customer service environment.
• Ability to explain technical information in a clear and simple way to diverse audiences.
• Comfort with supporting people from diverse backgrounds, including those with low literacy or digital literacy.

Responsibilities

• Provide personalised digital support and guidance to Learning for Life families.
• Investigate and resolve digital enquiries with strong problem-solving skills.
• Manage inbound enquiries and provide proactive outbound support.
• Complete accurate data entry and maintain customer records.
• Capture and share customer feedback to improve user experience.

Skills

Digital support experience

Customer service

Problem-solving

Communication skills

Diversity and inclusion awareness

Independence and teamwork

Attention to detail

Adaptability

Tools

Various devices and operating systems

Job description

The Smith Family is a national charity helping children and families overcome educational inequality. The Digital Support Specialist role supports Learning for Life families in using our digital services, guiding them with confidence and resolving issues across devices and software.

You will work within the Learning for Life Contact Centre, benefit from flexible hybrid arrangements, and contribute to a team dedicated to accessible education and family wellbeing.