Purpose of Role
The Zendesk Assistant is responsible for managing and responding to customer enquiries through the Zendesk ticketing system in a timely, accurate, and professional manner.
The role supports day-to-day customer service operations by ensuring enquiries are resolved efficiently, escalated appropriately, and documented correctly, while consistently meeting productivity and quality benchmarks.
Area of Accountability: Customer Service & Student Support
Provide timely and helpful support to students and other stakeholders
- Resolve minimum 45 Zendesk responses per day (starting with high priority oldest to newest).
- Respond to Zendesk tickets within 24 hours of receipts.
- Receive positive student feedback.
- Respond to enquiries using approved templates and tone of voice.
Provide clear and correct information.
- Ensure responses are accurate and follow Excelsia policies.
- Use approved templates and reference current procedures.
- Administrate student enquiries which include, but are not limited to, place taken, enrolment, orientation, unit enrolment, timetabling, student leave, student grievances, graduation, course of study and completion documents.
- Generate and share reports with internal stakeholders as required
Ensure students can access support regardless of location
- Consistent service delivery while working remotely.
- Use approved systems, attend online meetings as required, remain contactable and productive
Area of Accountability: Ticket Management and Service Delivery
Manage Zendesk enquiries efficiently
- 95% of tickets handled within agreed timeframes
- Check and manage the Zendesk queue daily.
Resolve enquiries or refer them correctly
- Most routine enquiries resolved at first contact
- Follow escalation guidelines for complex issues
Keep accurate records of enquiries.
- All tickets include clear and complete notes
- Use correct categories, tags, and comments.
- Maintain the confidentiality of all student data such as enrolments, scholarships, visas, health insurance, results and transcript at all times
Selection Criteria
Qualifications
- Post secondary qualification in a relevant field, or an equivalent combination of relevant experience/ training.
- Business Management or an Education degree would be preferred.
Background
- Experience responding to a high volume of enquiries in a customer service or administrative role.
- Experience using a ticketing system or managing enquiries through shared email or online platforms.
- Experience working to daily targets and timeframes.
- Experience providing clear and accurate written responses to a range of stakeholders.
- Experience working in a higher education or student administration environment is desirable.
- Experience supporting student enquiries related to enrolment, progression, or general administration is desirable.
- Knowledge of Australian laws and regulations is desirable
Skills
- Strong written communication skills, with the ability to provide clear, professional, and accurate responses.
- Good time management and organisational skills, with the ability to manage competing priorities.
- Ability to follow documented procedures, templates, and guidelines.
- Ability to resolve routine enquiries and escalate more complex matters appropriately.
- Confident use of digital systems, including databases, ticketing systems, and online collaboration tools.
- Experience using Zendesk or a similar customer support platform.
