Digital Support & Operations Officer

Digital Support & Operations Officer 

Part-time (3 or 4 days) 
Hybrid (office + WFH) 
Wollongong, NSW 
Salary range (e.g. $60k-$80k FTE, plus super, depending on experience) 

Apply via Seek. Please also fill in the applicant questionnaire linked at the bottom of this listing.

Introduction 

Digerati is seeking a new team member who is digitally confident, organised and comfortable working with people to join our team. The role is centred on supporting our sport and education platform, Dash, while also assisting with website projects and digital operations.  

The job is primarily support-focused, with responding to customer enquiries, phone calls and internal coordination forming a core part of the role. It would suit someone early in their career who is interested in building practical experience across support, websites and digital operations. There are also technical aspects for applicants who are interested in learning, assisting and growing their skills over time. 

To help you know if you’d be a good fit, Digerati and its staff find satisfaction through: 

• Technical curiosity 

• Seeing a job well done 

• Organised data and work 

• Producing systems that work for everyone 

• Clear communication 

• Empathy for teammates, stakeholders, and customers 

• Safe and secure practice 

Job Responsibilities 

Digerati is a small business, and as such, the role may involve a range of tasks across support, account management, websites and operations. Some tasks will be customer-facing, some will be internal, and some will sit in the middle. 

While the role will begin as a broad support and operations position, there is room for it to grow over time. Depending on the successful applicant’s interests, strengths and skills, this could evolve into leadership in areas such as Dash support, platform operations, website content, documentation, QA/testing, account support or project coordination. 

Dash Customer Support 

• Responding to Zendesk enquiries and accepting calls from parents, teachers, schools and administrators. 

• Assisting users to troubleshoot questions about the platform. 

• Escalating bugs, issues or confusing user experiences to the product/development team. 

• Maintaining a high standard of communication with customers and team members. 

Dash Operations & Platform Support 

• Assisting account managers in their use of Dash. 

• Fostering the relationship between Dash and its stakeholders. 

• Helping to maintain a high standard of service across the platform through data maintenance and data entry. 

• Noticing recurring issues, unclear workflows or stakeholder pain points and sharing them with the team. 

• Writing and editing documentation and support articles for Dash. 

Website & Content 

• Adding and updating website content in WordPress for new and existing website builds. 

• Assisting with website projects, content changes and basic quality checks. 

• Testing website development changes. 

Project & Administration Support 

• Assisting project managers with client change requests. 

• Relaying information between clients, developers and internal team members. 

• Attending meetings and taking notes where required. 

• Supporting internal administrative and operational tasks. 

About Digerati 

 Digerati builds and supports digital systems that function well for the people and organisations who rely on them. 

One of our core products is Dash, a web application we developed in-house for representative school sport administration. Now in its sixth year of service, Dash continues to be shaped by client engagement and patient, honest collaboration within our team. 

We also work closely with schools, non-profits, sporting bodies, churches, dioceses, and other organisations. Some of our work takes place in faith-based settings, so we value respectful and professional communication with a range of clients and communities. 

At Digerati, we try to keep work steady and human. People are trusted to do their work, with support there when it is needed. When something goes well, we make space to enjoy it, whether that is coffee in the sun after a busy stretch or a team lunch when there is a win worth celebrating. 

About You 

We need someone who’s keen to lean into the challenges and advantages of a small business operating at a high standard of service. Curiosity and self-led engagement are very valuable. Evidence of this could be showcased to us through any personal experience, hobbies or projects, we’d love to know what you’re up to.  

As the front line of communication with users, we will appreciate your ability to identify and communicate challenges within the Dash platform to the development team. 

AI is nearly omnipresent now in digital business, and it assists us in the completion of tasks. However, the ability to undertake a task with contemplation and consideration is of great importance. You will be expected to communicate with coworkers and users in your own words – please do not submit a generated application to this listing. 

Our primary work enables the digital needs of school sport, so any personal undertaking or involvement in sport could assist client relationships, but is not required.  

Skills Required 

• Customer/client facing communication skills (verbal and written)  

• Organisation skills, i.e. work in a methodical manner 

• Attention to detail 

• Data entry 

• A mind for systematic improvement 

• Reliable, proactive, on time, diligent 

• Understand basic website concepts 

Nice to Have 

• Experience in WordPress 

• Experience in Zendesk 

• Experience in customer service 

• Experience in team settings 

Applicant questionnaire:
Please complete the below jotform questionnaire as part of your application.
https://form.jotform.com/261658699737076