Ontrack Platform Support & Training Specialist

Kaplan Australia Pty; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

26 days annual leave including your/bd

Job summary

Be the first point of contact for students and clients using Ontrack, Kaplan Professional's online CPD platform. Provide responsive support by phone, email and online chat, resolving system enquiries and maintaining strong client relationships throughout the support process.

Help organisations and individuals manage their CPD requirements through effective platform support, subscriber administration and training. Join a collaborative team focused on delivering positive client experiences.

Qualifications

• Strong customer service skills and the ability to build positive relationships with 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 own outcomes.
• Experience with subscription-based services or Salesforce is 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

Strong customer service

Analytical problem-solving

Excellent written and verbal comms

Training and product guidance

Salesforce experience

Tools

Salesforce

Job description

Be the first point of contact for students and clients using Ontrack, Kaplan Professional's online CPD platform. Provide responsive support by phone, email and online chat, resolving system enquiries and maintaining strong client relationships throughout the support process.

Help organisations and individuals manage their CPD requirements through effective platform support, subscriber administration and training. Join a collaborative team focused on delivering positive client experiences.