POSITION DESCRIPTION
Position Title Basketball Connect Support Administrator
Reports To Basketball Connect Manager
Hours Part-time – 15.2 hours per week averaged over a 4 week period (Flexible days and hours by agreement
Location Homebush, NSW (Preference for in-office attendance)
Position Purpose
The Basketball Connect Support Administrator provides frontline administrative and user support for Basketball NSW’s Basketball Connect membership and competition management system.
This role is responsible for assisting clubs, associations and system users with day-to-day enquiries, introductory support, onboarding and basic troubleshooting, while escalating more complex issues where required. The role also contributes to maintaining data integrity, supporting user capability, and ensuring a high standard of service across the basketball community.
The position plays an important role in supporting the effective use and ongoing adoption of Basketball Connect across Basketball NSW and affiliated stakeholders.
Key Responsibilities
User Support and Helpdesk
- Provide timely, professional and user-friendly first-level support to Basketball Connect users via the ticketing platform, phone and email.
- Respond to common user enquiries relating to login access, user navigation, registration processes, member records, payment history and competition administration tasks.
- Troubleshoot basic user and system-related issues and provide practical guidance to support resolution.
- Record support interactions clearly and accurately within the ticketing platform.
- Maintain a responsive and service-focused approach to supporting users with varying levels of technical knowledge.
Issue Escalation and Resolution Support
- Identify matters that require escalation to the Basketball Connect Manager or relevant technical support channels.
- Distinguish between user error, process issues and potential system-related faults.
- Escalate complex, unresolved or technical issues in a timely manner, ensuring relevant details are captured to support efficient follow-up.
- Assist in monitoring and progressing outstanding support matters to ensure users remain informed and supported.
Training and Onboarding Support
- Assist with onboarding and introductory training for new Basketball Connect users, particularly where member associations experience staff or volunteer turnover.
- Support users to complete common day-to-day tasks, including member searches, payment history reviews, fixture adjustments and basic record maintenance.
- Help develop and maintain simple user guides, help resources and support materials to improve confidence and capability across the network.
- Reinforce consistent system use and good administrative practice across member associations and clubs.
Data Integrity and Administrative Support
- Undertake data entry, remediation and administrative support tasks as required to maintain the quality and integrity of system information.
- Assist with identifying duplicate records, incomplete data and other issues affecting system accuracy.
- Support data clean-up activities and other operational tasks related to Basketball Connect administration.
- Provide administrative assistance to the Basketball Connect Manager in support of broader system adoption and operational priorities.
General Responsibilities
- Work collaboratively with colleagues and stakeholders to support Basketball NSW’s strategic and operational objectives.
- Contribute to a culture of professionalism, continuous improvement, service excellence and accountability.
- Undertake other duties, projects and responsibilities as reasonably directed, consistent with the scope and classification of the role.
Key Relationships
Internal
- Basketball Connect Manager
- Basketball NSW staff
- Finance and administration staff
- Participation and competitions teams
- Other internal stakeholders as required
External
- Affiliated associations
- Club administrators
- Competition administrators
- Members and system users
- Basketball Australia / platform support contacts as required
Skills, Experience and Knowledge
Essential
- Strong customer service skills and the ability to communicate clearly and effectively with a wide range of stakeholders.
- Ability to explain technical processes in simple, practical and user-friendly language.
- Sound problem-solving skills with strong attention to detail.
- High level of computer literacy, including experience with Google Workspace and/or Microsoft Office.
- Demonstrated ability to use Excel or Google Sheets for basic data tasks such as filtering, sorting, duplicate identification, pivot tables and basic formulas.
- Ability to manage competing priorities and maintain accurate records in an organised manner.
- Ability to work independently while also contributing effectively as part of a team.
- Full Australian working rights (citizen or permanent resident)
- Valid Drivers Licence
- Valid Working with Children’s Check
Desirable
- Experience using membership, registration or competition management systems.
- Experience using a helpdesk or ticketing platform such as Zendesk or similar.
- Experience working with sporting organisations, clubs, community organisations or member-based environments.
- Understanding of the community sport landscape and the needs of volunteers and administrators.
Key Attributes
- Service-oriented and approachable
- Patient and supportive
- Solutions-focused
- Organised and dependable
- Collaborative and adaptable
- Committed to accuracy and continuous improvement
Risk, Governance and Compliance Responsibilities
- Comply with Basketball NSW policies, procedures, delegations, systems and governance requirements.
- Take reasonable care for your own health and safety, and that of others, in accordance with Work Health and Safety obligations.
- Actively identify, report and escalate risks, incidents, control weaknesses and compliance concerns relevant to the role.
- Support sound record-keeping, confidentiality, privacy and data management practices.
- Contribute to a culture of risk awareness, accountability and continuous improvement across Basketball NSW.
- Undertake responsibilities in a manner consistent with Basketball NSW’s values, code of conduct and organisational expectations.
Child Safe Commitment
Basketball NSW is committed to the safety, wellbeing and empowerment of children and young people. All employees are expected to uphold Basketball NSW’s child safe policies and practices and contribute to a culture that prioritises the safety and wellbeing of children and young people.
Our Values
All Basketball NSW employees are expected to demonstrate behaviours aligned with our Building BLUES values:
- Better People
- Learn
- Unity
- Effort & Enjoy
- Selfless