ICT System Support Officer
Core
First point of contact for students and clients using Kaplan Professional's Ontrack online CPD platform, providing responsive support, troubleshooting, and product training.
Role type
Customer support specialist (SaaS platform)
Builds
Subscriber administration, account setup, enrolments, and professional development plans for individuals and organizations
Domain
Education technology / Continuing Professional Development (CPD)
Deliverable
product features
Required skills
Customer service, troubleshooting, database and data literacy, written and verbal communication, organization
Preferred skills
Subscription-based services experience, Salesforce experience, professional development domain knowledge
Responsibilities
Deliver timely client support via phone, email, and chat; provide product training and demonstrations; coordinate subscriptions and renewals; maintain subscriber records in Salesforce; assist with user acceptance testing and process improvements; support webinar enrolments and client events