Platform Operations Associate

More details

Location: Remote in Canada (PST)

Working hours: Monday to Friday, 09:00 – 17:30 (37.5hrs)

Contract: FTC 12 months’

Salary: CAD $41,280 per annum

About Kortext

At Kortext, we’re not just another tech company. We are on a mission to transform the way the world learns. As the UK’s #1 student learning content and engagement platform, we’re powering the academic journeys of students at over 100 UK universities and many more across the globe.

We’re growing fast, and we’re looking for passionate, pioneering people to join us on this exciting journey. If you want to be part of a team that’s shaping the future of education and making a real difference in the lives of students, Kortext is the place for you.

Our mission is straightforward: to help every student fulfil their potential. The goal may be simple, but we understand that achieving it is more complex. If that inspires you, we’d love to hear from you.

The Role

Reporting to the Customer Operations Manager, the Platform Operations Associate will act as a key point of contact for customers, supporting them across their Kortext journey. They will work closely with account managers to build strong relationships, drive satisfaction and ensure smooth implementation of Kortext products. With a comprehensive understanding of core systems, tools and processes, the associate will be able to demonstrate best practice for customer & platform queries, assist with internal workflows, understanding and contributing to how Kortext supports students, academics, institutions and partners.

Key responsibilities

• Liaise and build rapport with Kortext customers, answering day-to-day queries
• Demonstrate an understanding of Kortext platform, including Fusion, Study, Study+, acquire and the Kortext store
• Independently test and troubleshoot tickets across various platform functions
• Understand and complete user admin tasks (password resets, account updates, usage tracking)
• Independently manage standard provisioning processes with accuracy (VLE, Library Catalogue, Access Codes)
• Demonstrate knowledge of Kortext mobile and desktop apps and their limitations
• Complete customer admin tasks, such as end user support, investigations and escalations
• Confident in Salesforce workflows including case management, queues and dashboards
• Identify, process and complete quotes, TACs and orders adhering to best practice and OKRs
• Ensure adherence to GDPR protocols and internal data handling standards
• Maintain accurate records and consistently follow best practices in support workflows
  
  
  

Essential

Key skills & Requirements

• Strong communication and interpersonal skills, with the ability to build rapport
• Experience using Microsoft Office Suite, Salesforce and other internal systems and provisioning tools
• Proficient IT skills and ability to learn new systems
• Comfortable working independently and collaboratively in a fast-paced environment
• Takes ownership of assigned tasks and consistently delivers within deadlines
• Demonstrates the ability to manage complex tasks independently with a high degree of accuracy
• Understanding of GDPR principles
• Willingness to take on feedback and continuously improve
  
  
  

Desirable

• Previous exposure to customer service, support desks or digital platforms
• Experience handling customer complaints or difficult situations with professionalism