• Melbourne-based, full-time

About Our Community

The Our Community group provides advice, connections, training and easy-to-use tech tools for people and organisations working to build stronger communities.

Our partners in that work are not-for-profit organisations and social enterprises; government, philanthropic and corporate grantmakers; donors and volunteers; enlightened businesses; and other community builders.

Our vision centres on social inclusion and social equity. Our dream is that every Australian should be able to go out their front door and stroll or wheel to a community group that suits their interests, passions and needs - or log on and do the same.

We want to help make it easy for people to join in, learn, celebrate, worship, plant trees, play a game, entertain and be entertained, care and be cared for, support others and be supported, advocate for rights and celebrate diversity. To get involved. To be valued.

About the role – SmartyGrants Support Specialist

We are seeking a skilled, personable, enthusiastic and energetic professional to join our busy team to help us to develop and deliver first-rate customer support.

SmartyGrants is an initiative of Our Community, a 20-year-old multi-award-winning social enterprise that is driven by a desire to play a part in creating stronger, more equitable and inclusive communities.

Youʼll be working as part of a small team of people who are passionate about what we do and what we are building. One of the things we’re doing is revolutionising the way the multi-billion dollar grants industry works in Australia and overseas – that’s where you come in.

You’ll be providing phone and email-based technical support to users of SmartyGrants, our grantmaking administration software, and educating users on how to use the system to best effect. Your tasks will vary, but it's all focused on making life easy for SmartyGrants users and keeping them up to date as SmartyGrants evolves. We are looking for someone who loves helping people find solutions to their problems, and are on board with our reform agenda.

This is a great place to work – we have an ambitious agenda; we’re not constrained by bureaucracy or boundaries; we’re not interested in internal politics or egos, just in contributing something useful to society.

Key responsibilities:

• Provide ongoing support to customers with various levels of skill and experience in their use of our constantly evolving system
• Answer incoming calls and emails efficiently, accurately and empathetically, identifying and explaining possible solutions, and ensuring that customers feel supported and valued
• Identify emerging training/knowledge gaps as a result of ongoing contact with grantmakers, aswell as ensuring grantmaker feedback is fed back into the SmartyGrants development team to aid system refinements.

• Work with the technology development team to understand the source of problems and follow up on outstanding customer issues, ensuring customers are kept informed as appropriate (including logging suspected bugs and improvement suggestions)
• Test new features/functions within the system
• Filter and action trial sign-ups
• Skinning of applicant websites, includes liaising with relevant users and applying design to the site within the agreed timeline
• Build forms and reports, as required
• Log customer feedback and testimonials
• Continue to grow your grants knowledge, keep up to date with how users adapt SmartyGrants to their own processes and programs, and use that knowledge to guide other customers in adapting the system and using it to its full potential
• Enhance SmartyGrants and Our Community’s reputation by accepting ownership of issues and opportunities that arise and exploring ways to add value to job accomplishments

Skills/Attributes – must haves

• A record of achievement delivering outstanding customer service in a similar environment.
• Excellent communication skills (both in writing and verbally) with the ability to explain, engage and educate users of all ages, backgrounds and levels of experience
• An enthusiastic customer centric attitude – we want someone who likes talking to people, answering questions and helping people in a friendly and professional manner
• An interest in learning new technology and developing new IT and grantmaking knowledge
• Good listening skills and ability to problem solve to resolve SmartyGrants usersʼ issues
• Excellent literacy skills – we need you to clearly communicate and keep administrative documentation up to date

• Ability to follow instructions and work independently where required – exceptional track record for reliability and adaptability
• Attention to detail and respect for the needs of every SmartyGrants user (every grantmaker is important; all requests need to be followed up)
• Sound experience using the web for work purposes
• High level initiative, problem solving and judgement skills
• A belief in our mission (download our Manifesto here: www.ourcommunity.com.au/files/community_manifesto.pdf

Skills/Attributes – nice to have (but not essential)

• Knowledge or experience of SmartyGrants
• Experience in Salesforce, Confluence and Kayako
• Knowledge / experience of the grantmaking process (either as a grant applicant or in a grantmaking environment)
• HTML and CSS knowledge

Personal Qualities:

• Happy to roll up your sleeves and be part of the team
• A natural collaborator who enjoys interacting with a broad range of customers and users
• Be a clear and confident communicator
• Be proactive responding to user needs - able to read between the lines
• Flexibility in thinking and able to juggle multiple activities
• An engaged listener
• Naturally curious and have a keen interest in the not-for-profit sector and grantmaking
• Pride yourself on exceeding expectations, no matter the task at hand
• Passionate about delivering exceptional service both internally and externally

Other relevant information:

Our Community is located at 552 Victoria Street, North Melbourne. We work in a modern, bright, art filled, open plan office and operate in a fairly informal manner, we usually share our office with Betsy the Office greyhound.

We have a great atmosphere with an inclusive, fun work culture. Our team is full of highly collaborative, diverse and highly-skilled awesome people.

Hours: full-time work, with sometimes structured, sometimes flexible work times. When you’re on the service desk, you’ll be expected to be available to work a mixture of start and end times between the hours of 8am to 6pm weekdays.

Successful Applicants

• Must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
• Will be required to undertake a Police Check.
• Will be subject to a probationary period of three (3) months.

More information

• To apply: You must complete our online application form (applications received by other means will not be considered). Apply via the Apply Now button. 
• Position to commence: As soon as possible.
• Our philosophy: www.ourcommunity.com.au/files/community_manifesto.pdf
• SmartyGrants website: www.smartygrants.com.au
• Questions can be directed to Jodie Shanks – email [email protected], using the subject line: SmartyGrants Support Specialist enquiry via EthicalJobs.