Program & Scholarship Administration Specialist Digital Support

Description:

The Smith Family is an independent children's charity helping Australian children living in disadvantage to get the most out of their education, so they can create better futures for themselves. As we celebrate our Centenary, it’s an exciting time to be joining our family!

Embarking on our new five-year strategy, we are currently seeking a Digital Support Specialist to join our growing team. Reporting to the Program & Scholarship Administration Team Leader, and working with a dedicated and passionate team, this role is responsible for providing prompt and exceptional digital support to Learning for Life families, students, and program participants across Australia.

In this role, you will:

• Provide prompt and exceptional digital support to Learning for Life families, students, and schools across Australia via multiple channels (including phone, email, and messaging)
• Identify issues that might be preventing The Smith Family applications from working, troubleshooting solutions and triaging to a third-party technical providers for more complex cases
• Manage multiple operational tasks, projects, and activities to defined service agreements
• Accurately and efficiently manage tickets and database inputs
• Creation and maintenance of resources for Learning for Life families by identifying gaps in existing resources, and identifying opportunities for families/students to improve their digital ability

As well as passion for community, you will bring the following:

• Experience managing the lifecycle of a support request or incident from logging through to escalation and resolution
• Strong problem solving & troubleshooting skills
• Excellent interpersonal skills and ability to deal with staff, volunteers, students, and families
• Willingness to communicate effectively and support families and participants from a variety of backgrounds, including low-SES, ESL and low literacy
• Ability to work under pressure, prioritise workload and meet deadlines