Digital Support Specialist, Learning for Life Customer Support

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

Digital Support Specialist, Learning for Life Customer Support

The Smith Family is a national children's education charity that works with children and young people to overcome educational inequality caused by poverty - so they can thrive now and into their futures.

• Help young Australians to improve their long-term educational outcomes
• Flexible work arrangements to give you more balance, including hybrid working

About the role

We are seeking a Digital Support Specialist, Learning for Life Customer Support to join our Learning for Life Contact Centre.

In this role, you will help Learning for Life families access and use The Smith Family's digital services and technology with confidence. Through support, guidance and problem-solving, you'll help remove digital barriers that can impact education outcomes.

Reporting to the Learning for Life Contact Centre Team Leader and working alongside a dedicated, and passionate team, you will:

• Provide personalised digital support, and guidance to Learning for Life families, helping them build confidence and independence when using The Smith Family's digital services and technology
• Investigate and resolve digital enquiries using strong problem-solving and troubleshooting skills
• Manage inbound enquiries and provide proactive outbound support
• Complete accurate data entry and maintain customer records
• Capture and share customer feedback to help improve the family experience

About you

As well as a passion for making a difference, you will bring:

• Experience providing digital support, ideally in a contact centre or customer service environment
• Confidence using and supporting a range of devices, operating systems and software applications
• Strong problem-solving skills and the ability to investigate and resolve issues
• Excellent communication skills, with the ability to explain technical information in a clear and simple way
• A caring and respectful approach when supporting people from diverse backgrounds, including those with low literacy, low digital literacy or English as a second language
• The ability to work independently, show initiative and contribute positively as part of a team
• Strong attention to detail and accuracy
• Flexibility, resilience and professionalism when adapting to change
• A commitment to learning, continuous improvement and sharing knowledge with others

Employees are at the centre of The Smith Family's values and operations. By joining our team, you can expect to:

• Find balance; with flexible work options and opportunities to purchase additional annual leave
• Maximise your take home pay; with salary packaging, as well as opportunities to save with discounts at retailers across the country
• Fulfill your potential, with excellent career opportunities, a suite of development programs and a dedicated learning and development platform
• Feel you belong; with inclusive leave options, including paid parental, cultural and gender affirmation leave
• Thrive; with support for you and your family's mental and physical health including a complete care and safety platform, unlimited Employee Assistance and access to a huge range of fitness facilities with Fitness Passport

Please address the following selection criteria in your cover letter:

• Demonstrated experience providing digital support in a contact centre environment, using and supporting a range of devices, operating systems and software applications.
• Demonstrated experience communicating with and supporting people from diverse backgrounds, including those with low literacy, low digital literacy or English as a second language.

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children's Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.