The primary purpose of this role in to be the first point of contact for online and telephone queries related to the successful delivery of iTrack chat sessions between participants - the students and their mentors. Each Program Support Administator will be responsible for responding to and resolving iTrack related telephone and email enquiries. iTrack is The Smith Family’s online mentoring program for students in Years 9 – 11. Students and mentors are matched with the purpose of exploring the student’s post school options. Mentors and students chat weekly online for 60 minutes.

Key responsibilities: • Managing incoming and outgoing emails • Recording Student and Mentor absences on our chat platform (Moodle) • Monitoring chat session on platform to determine which participants have logged on • Provide regular updates to Program Specialist and/or Volunteer Operations Administrator • Inbound and outbound calls with students, families and mentors sometimes within a pressured environment

Essential Competencies / Skills: • High level of attention to detail • Excellent communication skills • Highly effective customer service skills • Strong computer skills - Database management and current Microsoft Office programs including Outlook and Excel • Ability to multitask and work under pressure • Familiar with internet browsers such as Google Chrome, Internet Explorer and Mozilla Firefox

Essential Experience / Education: • Experience in an administration or customer service position within a professional and confidential environment

Desirable Experience / Education: • Awareness of the community and education services sector and issues affecting disadvantaged people

Screening requirements – • Blue Card • 2 x Reference Checks