ICT System Support Officer

Support clients and subscribers using Kaplan Professional’s Ontrack platform 
Deliver exceptional customer service, troubleshooting and product training
Work with a collaborative team focused on positive client experiences
26 days’ annual leave, including 1 for your birthday 

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 Professional 

Kaplan Professional is Australia’s major provider of financial planning, applied finance, real estate, mortgage broking, insurance & leadership online higher education, vocational education and corporate courses and programs. Our Sydney office, by Wynyard station, comprises around 150 people who work in a range of professional and academic roles. We also have staff in other locations around Australia, both in office environments and working remotely. . 

Background-Check Notice & Declaration

Kaplan and many of its major clients operate in highly regulated environments. This requires us to be proactive and diligent in relation to personnel background checks and to undertake thorough vetting of candidates for roles of this nature. To enable Kaplan to assess a candidate’s suitability for this role, each candidate will be required to answer pre-screening questions, and, if you receive a conditional offer of employment, you will be required to undertake the relevant background checks (unless Kaplan determines otherwise). These checks may include one or more of the following: verification of identity, working rights, criminal history, qualifications, and working with children clearance. If you are shortlisted, Kaplan will advise you which checks are required for this role.  If you are selected as Kaplan’s preferred candidate, Kaplan will provide your name and email address to Kaplan’s external background check provider and that provider will contact you directly to obtain your consent to the relevant checks. Kaplan is committed to handling your personal information appropriately. Please see the Privacy Policy at Kaplan.edu.au for information about how Kaplan may handle your personal information in connection with this application process.

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