We are exceptionally excited to be offering a position within our School Support Team!
We are looking for an experienced A+ player in the customer and client support space. As our team and client base has grown, we’re on the lookout for someone with the hunger to improve processes and smash tickets. Successful team members have a few years experience, are very tech-savvy, and have a proven ability to communicate clearly and effectively in person, over the phone, and via email. This role presents great opportunities to work across several teams within Edrolo, contributing to and learning about all aspects of our business.
At Edrolo we're transforming the way students learn and teachers teach. Our mission is simple: to improve education. But improving education is hard, so we must continue to build-out a world-class team to pursue the huge opportunities in front of us.
We're an Australian, venture-backed edtech startup with global ambitions. We are currently gaining a lot of traction, with over 800 Australian schools as paying customers. Based in Fitzroy VIC with a second growing team in Alexandria NSW, we create cutting-edge online education resources for high school students and teachers in both the VCE and HSC curricula.
The School Support Team is made up of a team of passionate high-achievers who are committed to our mission and doing their absolute best by our customers, each other, and internal clients. We’re a fun bunch with a variety of backgrounds, and are looking for someone to jump in and help contribute to our unique culture.
Based in our Fitzroy office*, this role will throw you into a fast-paced business environment where we prize both quality and efficacy. As an Edrolo School Support Team Client Support Specialist you will be expected to handle a range of tasks primarily focused around solving tickets for both internal and external clients and building/improving our ticket and support processes and systems.
This will require a variety of functions, including excellent communication skills, quick problem solving, above average computer skills, and the ability to explain complex situations and issues clearly and succinctly. We're looking for someone who is interested in what’s happening in the larger client/customer support scene, who is up to date on the literature, who understands how to engineer positive experiences, who knows how to write short and clear, who is able to make ‘no’ positive, who knows how and when to apologise, and most importantly, is passionate to take their career to the next level in an environment that is committed to growth.
The role involves heavy direct communication with both internal and external clients, Excel data manipulation, and process and system improvement. Strong customer service skills and the willingness to do what it takes to get the job done are the key factors we look for.
The role has outstanding development potential and is perfectly suited for someone growth-oriented. Whilst we’ve had a number of people transition from senior roles in our School Support Team to other roles in the organisation, this particular role is best suited to someone who is passionate about Client Support and is eager to go deeper in this space and carve out a long-term career in Client Support. The growth prospects within this are fantastic, and this is a wonderful opportunity for someone to get in on the ground floor of a rapidly expanding market and office environment, to learn our business and the sector inside out.
To be successful in this role you will need:
*Whilst this role is based in our Fitzroy office, owing to the current global situation with Coronavirus, the hiring process for this role and commencement is likely to be conducted remotely (i.e. from home). We’ll support you with this. Candidates must be prepared that the role will be permanently based in our Fitzroy office at the appropriate time.