User Support Coordinator

User Support Coordinator

About Pacific Labour Mobility Support Program

The Pacific Australia Labour Mobility (PALM) scheme is a signature initiative for the Australian Government that enables workers from 9 Pacific Island Countries (PICs) and Timor- Leste to work in priority sectors in Australia. The Pacific Labour Mobility Support Program’s (PLMSP) role is to provide the Department of Foreign Affairs and Trade (DFAT) and governments in 9 PICs and Timor-Leste with support to enable workers to access PALM scheme in inclusive ways that maximise the benefits for the workers and national economies while minimising risks from labour mobility participation. Palladium is contracted to deliver PLMSP on behalf of DFAT.

This Opportunity

The PLMSP Technology Team now supports multiple tools that are in operation across the Pacific and Timor Leste, with users at almost every level in the Labour Mobility environment as well as internal PLMSP teams. One of our key development and implementation goals this year is to improve understanding and preparation for both Workers and Approved Employers (AEs), son we have developed two Learning Management Systems (LMS) – the PALM Worker Learning Platform and the AE Learning Platform.

The User Support Coordinator will be responsible for managing, responding to and resolving LMS support tickets. This includes providing user assistance, contributing to the testing and troubleshooting of the LMS system and providing feedback to the PLMSP Product team for implementation.

This is a fixed-term opportunity to September 2028, based from our Fiji office.

The User Support Coordinator will be responsible for:

· Monitor and manage inbound PALM Worker Learning and AE LMS support tickets.

· Provid e timely assistance and troubleshooting for users.

· Escalate unresolved issues to the LMS Technical Manager.

· Document user issues and resolutions.

· Contribute to LMS testing and quality assurance.

· Provide feedback to the Product Team on common user issues.

· Assist in user training for common LMS tasks.

· Collaborate with the Engineering Team to address recurring issues.

· Track and report on support trends.

· Continuously improve the support process.

We are seeking an individual who:

· At least three years of customer software support experience.

· Familiarity with LMS systems and workflows with preference given to Moodle experience.

· Ability to troubleshoot both user and technical issues.

· Experience with ticketing systems and user support processes.

· Excellent communication skills.

· Demonstrated relationship management skills, including the ability to work across a broader team and with external stakeholders.

· Ability to work independently and demonstrate sound judgement.

· Highly developed organisational skills, agility and the ability to balance and prioritise multiple tasks, and work well under pressure.

We are committed to building a diverse, geographically dispersed workforce to maximize our support. We encourage applications from candidates from Pacific Island countries, Timor-Leste, and across Australia. You must have valid Australian or country specific work rights to be considered for this position - visa sponsorship is not available.

We strongly encourage people with disability to apply. Disclosing about your disability will not negatively affect your application. Please tell us as much as you feel comfortable for us to work with you about the appropriate adjustments that you might need. If you would like further information or assistance with this, please contact recruitment@plmsp.com.au

How to Apply

To apply visit https://thepalladiumgroup.com/careers

Please submit your application online, including your CV and brief cover letter, outlining your suitability in line with the requirements of the position.

Closing date: Sunday, 20 July 2025, at 11:59PM

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About Palladium

Palladium is a global leader in the design, development, and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 4,000 employees operating in 90-plus countries and a global network of over 35,000 experts, we help improve economies, societies, and, most importantly, people's lives.

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.

Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.

Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse. All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.