Digital Support Officer

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission. 

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'. 

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including residential tenancies, planning and environment disputes, consumer and building matters, guardianship and administration, professional regulation and human rights. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role

As a Digital Support Officer, you will be the first point of contact for internal and external users seeking support with VCAT's digital systems and services. You will provide responsive assistance to users transitioning to digital channels, troubleshoot system and access issues, and help ensure users can successfully engage with VCAT's online services. 

Working closely with the Operations team, you will contribute to service improvements by identifying recurring issues, supporting process enhancements and helping improve the user experience. 

Key Responsibilities

• Provide support for CMS, Felix and digital portal enquiries.
• Assist internal and external users to navigate VCAT's online services and digital processes.
• Investigate and troubleshoot user access and system issues, resolving or escalating as required.
• Process and verify myVCAT business account applications and support business account administrators.
• Monitor support channels and manage enquiries in a timely and customer-focused manner.
• Identify trends, recurring issues and opportunities for continuous improvement.
• Contribute to the development of support resources, communications and guidance materials.

About You

You are a strong communicator who enjoys helping people and solving problems. You can explain technical or process information in a clear and accessible way and are confident working with a variety of digital systems.

To be successful in this role, you will bring:

• Experience in customer service, service desk, digital support or operational support environments.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication abilities.
• Experience supporting users with varying levels of digital capability.
• The ability to prioritise competing tasks and manage a high-volume workload.
• A commitment to continuous improvement and service excellence.
• Experience working with case management, CRM, service management or similar systems will be highly regarded. Experience in a court, tribunal or government setting is desirable.

How to apply

Click the ‘Apply Now' button, ensuring you include the following in your application:

• resume 
• a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.