Education Tech Support Specialist

Compass Education; City of Melbourne; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

PD budget

Employee Assistance Program (EAP)

Parental leave

Inclusive culture

Job summary

Compass Education is seeking a Customer Support Officer to join our Contact Centre in Australia. You will assist schools via phone, live chat and email, helping them resolve issues and maximise value from the Compass platform.

You’ll thrive in a fast-paced environment where delivering exceptional customer experiences is essential. Reporting to the Contact Centre Team Leader, you’ll build strong relationships, resolve inquiries efficiently, and contribute to improvements through feedback and

Qualifications

• 2+ years’ experience in customer/member service roles within a contact centre or similar support environment.
• Strong communication skills and the ability to build positive relationships with customers.
• Confidence solving problems and investigating issues to find the right solution.
• A proactive approach to learning new systems and product features.
• The ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
• A team-focused mindset with a strong commitment to customer outcomes.
• Flexibility to work a rotational roster between the hours of 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, taking the time to understand each customer’s needs and 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 your knowledge of the Compass platform and updates so you can confidently support schools.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.
• Capture and share customer feedback so it can be used 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 escape them appropriately to your Team Leader.

Skills

Customer service

Communication

Problem solving

Learning mindset

Multitasking

Team player

Roster flexibility

Job description

Compass Education is seeking a Customer Support Officer to join our Contact Centre in Australia. You will assist schools via phone, live chat and email, helping them resolve issues and maximise value from the Compass platform.

You’ll thrive in a fast-paced environment where delivering exceptional customer experiences is essential. Reporting to the Contact Centre Team Leader, you’ll build strong relationships, resolve inquiries efficiently, and contribute to improvements through feedback and