User Support Specialist

Education Services Australia (ESA) is a ministerial not-for-profit company committed to making a positive difference in the lives and learning of Australian students. ESA delivers products and services for clients including the Australian Government, State and Territory education authorities, and a variety of not-for- profit and government organisations.

Our Digital Teaching and Learning (DT&L) unit develops digital teaching and learning resources to improve student outcomes, enhance teacher impact and strengthen school communities across Australia.

Why work with us

• Work for a NFP that provides true impact for students, teachers, parents and carers
• Hybrid work model, spend 60% of your work time at home
• 35 hour week – standard Australian work week is 38 hours
• A convenient location in the heart of the CBD
• For more information about working for ESA please visit the Employment page on our website https://www.esa.edu.au/about/employment

The role

We are looking for a User Support Specialist, to work across a range of DT&L website and app products, responding to a range of queries over email or phone from a range of users including teachers and educators.

The role suits someone with strong customer service skills, technical capability in using digital products and web applications, enjoys working with data and is highly proactive with strong organisational skills.

Important: This role is not an IT Helpdesk or a sales position. You’ll be addressing queries from users such as teachers and educators, related to specific digital programs and products within the education sector.

The role is an initial 12 month fixed term contract (with strong possibility for extension).

Key focus is:

• Guide users to solve their queries in a friendly, confident and professional manner and escalate queries if required
• Undertake user account management tasks as authorised, such as password resets and account deletions, following established security protocols
• Track contacts, call logs, and program activity in designated databases; run reports, and conduct data analysis
• Develop templates and guidelines to promote efficient query resolution
• Support wider project teams with general admin, uploading of content into relevant CMS’s, setting up webinars, distribution of newsletters and e-communications
• Undertake data entry tasks and maintenance of project documentation
• Liaise with internal and external teams to support project activities.

About you

• You are highly organised, pro-active person, with attention to detail, and high-level interpersonal skills
• You have a strong understanding of web and app user experience with an understanding of common browsers, operating systems, and network connectivity.
• You have experience working with large databases and management of data
• You have advanced skills in Word, Excel, Outlook, Access and PowerPoint.
• Ideally you have experience working with content management systems (CMS) and/or learning management systems (LMS).

What ESA offer 

At ESA we want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age. We welcome applications from Aboriginal and Torres Strait Islander peoples. In addition to a competitive remuneration package, ESA offers lifestyle benefits and a culture that allows people and ideas to flourish.

Application Process

If you’re technical savvy with strong service skills but don’t feel that your skills match all that’s required above, we would still love to hear from you.

Please send your resume and cover letter through.

How to Apply

Please send your resume and cover letter to – recruitment@esa.edu.au

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