Associate Customer Service Consultant

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

At HUB24 we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY

We think creatively and were not constrained by traditional thinking or barriers to success. Were led by experts realists with ideas grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits and Life at HUB24

Learn more about our employee benefits HERE.

Job Summary:

We are looking for a customerfocused support consultant to be the first point of contact for clients using the Class/ NowInfinity suite of this role youll troubleshoot platform issues respond to enquiries across phone email and chat and help clients get the most out of our technology.

You will work closely with senior team members to resolve complex cases contribute to knowledgebase and training materials and stay across new product features and releases. If you enjoy problemsolving learning new systems and delivering exceptional customer experiences this is a great opportunity to grow your career in a supportive fastpaced team.

Responsibilities:

Provide software application support and problem resolution for users ofthe platformwithin Service Level Agreements.

Answer and logcustomerenquiries received via phone email and other channelsin a timely manner.

Troubleshootanalyseandidentifysoftware-related issues and propose solutions.

Liaise withintermediate/seniorcustomer service consultantsto resolve unusual and complexcustomerrequestsfollowing theescalation process as.

Maintain customer relationshipsand provide exceptional customerexperienceregardingtheeffective use oftheplatform.

Assistwith the development of Knowledge Base articles help documentation and other training materials for new and existing features and/or processes.

Participate in testing during the regular software release cycles.

Be up to date with the features of the platformand howthey areapplied in typical business processes through internal and external trainingdocumentationand other resources.

Raise system issues enhancement requests and provide productfeedbackfor review & validation in line with the escalation process.

Reviewcustomerrequests and feedback periodically with Team Leader and/orCustomer ServiceManager toidentifyand act on opportunities for improvement.

Provide ongoing support tointernal stakeholders when.

Requirements:

Essential

Ability to work in afast-pacedenvironment

Excellent written and oral communication skills

Ability to listen and ask probing questions to understand customer concerns

Ability to troubleshoot issues anddetermineresolutions to complex issues and then communicate those resolutions to clients team members other staffmembersand other stakeholders

Desirable

Experience inworking intheaccountingindustry and / or help desk environment

FamiliaritywithATO tax lodgements andASIC requirements for company registration and ongoing corporate requirements

Knowledge of AustralianTrust andSuperannuation legislation and practice
Formal degreecertificate qualificationinAccounting or Information Technology very highly regarded.

The Recruitment Process

Acknowledgement email once your application has been submitted.
Our Talent team will start reviewing your application. If unsuccessful you will be notified.
If your application progresses to the next stage our Talent team will be in touch to discuss your alignment with the role.
If youre a person with an impairment or disability this is an opportunity to share with us any accessibility requirements that you may have for the role.
Should you require any accommodations to the recruitment process please email and one of our team will contact you.
Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role there may be more than two interviews.
Communication of outcomes to successful and unsuccessful candidates and feedback provided.

*As part of our process a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection noticecan be found here.

2024 CircleBackInitiative Employer we commit to respond to every applicant.

Endorsed by WORK180 we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on theBOSS Best Places to work list.

Seek Star Awards 2024 - Nominated as a finalist for theBest Employer Brand Initiative

HUB24 is an equal opportunity employer.We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds including Aboriginal and Torres Strait Islander peoples people with disabilities people from culturally and linguistically diverse communities and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements please let us know were here to support you

Required Experience:

HUB24 leads the wealth industry as the best provider of integrated platform technology and data solutions. At HUB24 we know the smartest investments start with our are innovative and ambitious and we move fast.At HUB24 we empower our employees to bring their ideas and creativity to work. Rather tha...