Ontrack Platform Support & Training Specialist

Kaplan; Sydney; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

26 days annual leave (including 1 for

Background checks as part of process

Job summary

Kaplan Professional seeks a proactive Ontrack support specialist to be the first point of contact for students and clients using the CPD platform. You will provide timely support by phone, email and chat, resolve system inquiries, and build strong client relationships throughout the support process.

You will also help organisations manage CPD requirements through platform support, subscriber administration and training, contributing to a positive client experience across all touchpoints.

Qualifications

• Strong customer service skills and ability to build positive relationships with internal and external stakeholders.
• Analytical problem-solving and troubleshooting skills with data literacy.
• Excellent written and verbal communication, organisation and attention to detail.
• Ability to provide product guidance and training, work collaboratively and take ownership of outcomes.
• Experience with subscription-based services, Salesforce desirable.

Responsibilities

• Deliver timely, high-quality client support across phone, email and online chat, including troubleshooting, incident resolution and escalation.
• Provide Ontrack product training, demonstrations and guidance to clients via phone and Zoom.
• Coordinate new subscriptions, account setup, enrolments, professional development plans and subscription renewals.
• Maintain accurate subscriber records in Ontrack and Salesforce and support client billing.
• Assist with user acceptance testing, liaise with IT on platform issues and recommend process improvements.
• Support webinar enrolments and client events, ensuring accurate registration and invitation records.

Skills

Customer service

Problem solving

Communication

Training

Subscription knowledge

Tools

Salesforce

Job description

Kaplan Professional seeks a proactive Ontrack support specialist to be the first point of contact for students and clients using the CPD platform. You will provide timely support by phone, email and chat, resolve system inquiries, and build strong client relationships throughout the support process.

You will also help organisations manage CPD requirements through platform support, subscriber administration and training, contributing to a positive client experience across all touchpoints.