Client Support Officer

Come shape the future of education with us.

About us

At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We’re a global provider of School Management Information Systems (MIS) already supporting over 2,000 schools in Australia and Ireland, and we’re on a hugely exciting journey of further growth as we expand in the Irish market.

What we’re looking for

We are now looking for an enthusiastic person to join our established Support team. At Compass, great support is at the heart of our market-leading customer service, and so you will be a key part of a dynamic and fast-growing team. We will want you to be able to demonstrate enthusiasm and understanding of both software and working with schools. We’re also looking for people who celebrate diversity and thrive in a collaborative environment.

Opportunities for rapid progression and exposure to other parts of the organisation will be available for the right candidate.

What you’ll do

You will join the Compass IE support function, working with the Support Team Lead - UK & IE to provide phone, email and live chat support to external clients who have questions, queries or issues surrounding the Compass platform and its associated timetabling solutions.

You will empower schools to get the best out of their software through maintaining the IE Help Centre and providing excellent customer service. 

Specifically, you will:

• Provide problem-solving solutions to schools.
• Manage communication through a range of channels including Live Chat, email, and phone calls.
• Escalate customer enquiries to the appropriate team, and provide them with regular updates on their issue.
• Apply exceptional customer focus skills to liaise with internal and external stakeholders.
• Keep up to date with TUSLA requirements for data reporting.
• Log and monitor tickets with Zoho, ensuring we meet our SLA.
• Keep up to date with developments in the Compass platform.
• Develop and maintain Help Centre articles to allow customers to access self help support resources. 
• Ad hoc tasks as directed by your manager.

Requirements

Who you are

Having a background in MIS support or working in a school would be advantageous, however, what’s more, important to us is that you communicate well, show a natural flair for problem-solving, and have an ability to learn fast on the job.

You will:

• Hold a true passion for putting the customer first.
• Have the drive to go the extra mile giving customers get the best experience.
• Be a great listener and analytical problem solver with exemplary verbal communication skills.
• Display an enthusiastic, energetic & friendly attitude in all circumstances.
• Be unflappable, even when faced with anxious or concerned customers.
• Have the ability to build relationships and rapport quickly and effectively across a wide range of stakeholders and personalities.
• Be able to work autonomously but also work well within a team environment.

Prior to commencing employment, we will require:

• Verification of unrestricted work rights in IE (eg citizenship, passport, or birth certificate).

Benefits

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal-opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

What’s in it for you?

• Meaningful work in a rewarding industry that allows you to contribute to a mission that you believe in
• Flexible working culture - flexi-hours, hybrid working environment
• Professional development opportunities & funding

Salary: €25,000 - €30,000