Client Software Support & Administration Coordinator

About the opportunity

Are you a confident software user who enjoys helping clients, investigating problems and finding practical solutions?

The primary focus of this position is to provide client support for FDSee, 12See and FDSeeCCS, our software platforms used by Family Day Care services and educators across Australia.

Our reputation has been built not only on our software, but also on the exceptional, responsive and personal support we provide. Maintaining that standard is fundamental to this role.

We are looking for someone who will take genuine ownership of client enquiries, follow matters through to resolution and ensure clients feel heard, supported and valued. This is not a transactional helpdesk position. The successful person must be committed to building trusted, long-term relationships and understanding the individual needs of our clients.

You will initially work alongside the current support and management team, receiving comprehensive training in our products, clients and business processes. As your knowledge and confidence grow, you will progressively become the primary day-to-day support contact for our clients.

The role also includes administrative support for Kids at Home Family Day Care, giving you practical exposure to the environment in which our software is used.

You do not need to be a software developer or have previous experience in the early childhood sector. We are primarily looking for someone with outstanding client service skills, excellent computer literacy and the ability to investigate and explain software-related issues clearly.

Experience with Family Day Care or Child Care Subsidy administration would be helpful, but it is not essential. Full training will be provided.

Client software support and relationships

• Provide responsive, professional and genuinely helpful support by telephone and email

• Take ownership of client enquiries and follow them through to a satisfactory resolution

• Build and maintain strong, trusted relationships with clients and their staff

• Develop an understanding of each client’s circumstances, workflows and support needs

• Help clients understand and confidently use FDSee, 12See and FDSeeCCS

• Investigate reported issues to determine whether they relate to system use, data, account configuration or software functionality

• Reproduce reported issues and gather the information needed for further technical investigation

• Explain processes clearly and guide clients through practical solutions

• Keep clients informed while enquiries are being investigated, rather than leaving them to follow up

• Escalate technical issues to management or the development team with clear and accurate supporting information

• Assist with client onboarding, training and ongoing product education

• Develop and maintain user guides, help resources and internal support information

• Identify recurring questions and opportunities to improve the software, support resources and overall client experience

• Gather and communicate client feedback to help guide future product improvements

Administrative support

• Provide general administrative support to the Kids at Home management and coordination team

• Assist with enrolments and maintain accurate records for children, families and educators

• Support Child Care Subsidy processing and monitoring following appropriate training

• Assist with fee reconciliation, account follow-up and communication with families

• Respond to enquiries from families, educators and other stakeholders

• Assist with filing, data entry, scheduling and general office duties

• Help identify and implement improvements to administrative processes

What we’re looking for

• A demonstrated ability to build and maintain excellent client relationships

• A genuine commitment to delivering an exceptional standard of client support

• Experience in software customer support, client services, administration, account management or a similar role

• Strong computer literacy and the ability to learn new software quickly

• A genuine interest in understanding how software works and helping people use it effectively

• A practical and methodical approach to investigating and resolving problems

• Strong written and verbal communication skills

• The ability to explain software processes clearly to clients with different levels of technical confidence

• Patience, empathy and professionalism, particularly when assisting someone who is frustrated or uncertain

• A strong sense of ownership and a commitment to following through on promises

• Excellent attention to detail and accurate recordkeeping

• Strong organisational and time-management skills, including the ability to manage competing priorities

• Confidence using Microsoft Office and other cloud-based business systems

• The ability to work independently while remaining part of a small, collaborative team

Experience with Family Day Care, Child Care Subsidy administration or education and care software would be an advantage, but is not required.

What success in the role looks like

During your initial training period, you will build a detailed understanding of FDSee, 12See and FDSeeCCS while becoming familiar with our clients and the practical processes supported by the software.

Over time, you will become a trusted point of contact for our clients and take increasing ownership of the day-to-day support function.

Success means more than resolving individual enquiries. It means developing relationships in which clients know they can contact us, receive a prompt and helpful response, and trust that their enquiry will be properly understood and followed through.

What we offer

• Comprehensive training across our software products and business processes

• A clear pathway to become the primary client support contact

• A supportive and inclusive working environment

• A varied role combining software, problem-solving, client relationships and administration

• The opportunity to develop specialist knowledge within an established software business

• Competitive remuneration based on skills and experience

• Ongoing professional development

• Flexibility for the right candidate

• The opportunity to contribute ideas and help shape our client support processes as the business continues to grow