Role Be the first point of contact for students and clients using Ontrack, Kaplan Professional's online continuing professional development (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.
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.
Requirements • Strong customer service skills and the ability to build positive relationships with internal and external stakeholders.
• Analytical problem-solving and troubleshooting skills, with sound database and 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, professional development or Salesforce is desirable.
Kaplan Skilled Kaplan Professional is Australia's major provider of financial planning, applied finance, real estate, mortgage broking, insurance

📌 Ict System Support Officer (Sydney)
🏢 Kaplan
📍 Sydney