Education Platform Support Specialist

Compass; Australia; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

PD budget

EAP access

Parental leave

Inclusive culture

Job summary

Compass is seeking a Customer Support Officer to join our Australian Contact Centre, helping schools get the most from the Compass platform. You will handle phone, live chat and email inquiries, resolving issues and guiding users to the right solutions.

You will work in a fast-paced team, stay calm under pressure, and contribute to service targets while learning new features and supporting process improvements. A flexible roster between 7am and 8pm AEST is required.

Qualifications

• 2+ years in customer/member service roles within a contact centre or similar support environment.
• Strong communication skills and ability to build positive relationships with customers.
• Confidence solving problems and investigating issues to find the right solution.
• Proactive approach to learning new systems and product features.
• Ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
• Team-focused mindset with a strong commitment to customer outcomes.
• Flexibility to work a rotational roster between 7am to 8pm AEST.

Responsibilities

• Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
• Resolve issues first time where possible, following up promptly when further investigation is required.
• Work collaboratively with your team and other departments to deliver the best outcomes for customers.
• Stay curious and keep learning, building knowledge of the Compass platform and updates.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and participating in training.
• Capture and share customer feedback to improve products, services and support processes.
• Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
• Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
• Identify risks or recurring issues early and escalate them appropriately to your Team Leader.

Skills

Customer service

Communication

Problem solving

Learning agility

Multi-tasking

Team player

Roster flexibility

Job description

Compass is seeking a Customer Support Officer to join our Australian Contact Centre, helping schools get the most from the Compass platform. You will handle phone, live chat and email inquiries, resolving issues and guiding users to the right solutions.

You will work in a fast-paced team, stay calm under pressure, and contribute to service targets while learning new features and supporting process improvements. A flexible roster between 7am and 8pm AEST is required.