Digital Support Specialist, Learning for Life Customer SupportBrisbane The Smith FamilyPosted 1 day agoJob ViewedTap Again To CloseJob DescriptionHelp young Australians to improve their long-term educational outcomesFlexible work arrangements to give you more balance, including hybrid workingThe Smith Family is a national children's education charity that works with children and young people to overcome educational inequality caused by poverty – so they can thrive now and into their futures.About the roleWe are seeking a Digital Support Specialist, Learning for Life Customer Support to join our Learning for Life Contact Centre.In this role, you will help Learning for Life families access and use The Smith Family's digital services and technology with confidence.
Through support, guidance and problem-solving, you'll help remove digital barriers that can impact education outcomes.Reporting to the Learning for Life Contact Centre Team Leader and working alongside a dedicated, and passionate team, you will:Provide personalised digital support, and guidance to Learning for Life families, helping them build confidence and independence when using The Smith Family's digital services and technologyInvestigate and resolve digital enquiries using strong problem-solving and troubleshooting skillsManage inbound enquiries and provide proactive outbound supportComplete accurate data entry and maintain customer recordsCapture and share customer feedback to help improve the family experienceAbout youAs well as a passion for making a difference, you will bring:Experience providing digital support, ideally in a contact centre or customer service environmentConfidence using and supporting a range of devices, operating systems and software applicationsStrong problem-solving skills and the ability to investigate and resolve issuesExcellent communication skills, with the ability to explain technical information in a clear and simple wayA caring and respectful approach when supporting people from diverse backgrounds, including those with low literacy,



low digital literacy or English as a second languageThe ability to work independently, show initiative and contribute positively as part of a teamStrong attention to detail and accuracyFlexibility, resilience and professionalism when adapting to changeA commitment to learning, continuous improvement and sharing knowledge with othersEmployees are at the centre of The Smith Family's values and operations.
By joining our team, you can expect to:Find balance; with flexible work options and opportunities to purchase additional annual leaveMaximise your take home pay; with salary packaging , as well as opportunities to save with discounts at retailers across the countryFulfill your potential, with excellent career opportunities , a suite of development programs and a dedicated learning and development platformFeel you belong; with inclusive leave options, including paid parental, cultural and gender affirmation leaveThrive; with support for you and your family's mental and physical health including a complete care and safety platform, unlimited Employee Assistance and access to a huge range of fitness facilities with Fitness PassportIf you are passionate about what you do, committed to make a difference and this sounds like your next role, we'd love to hear from you.Please address the following selection criteria in your cover letter:Demonstrated experience providing digital support in a contact centre setting, using and supporting a range of devices, operating systems and software applications.Demonstrated experience communicating with and supporting people from diverse backgrounds, including those with low literacy, low digital literacy or English as a second language.You may view the position description here .
Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children's Check.
We are an equal opportunity employer and are committed to principles of cultural diversity.
Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.
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