Associate Customer Service Consultant

A BIT ABOUT US

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

Class Application is a premium SMSF accounting software which is used by the top 10 accounting firms in Australia. 

Are you an SMSF accountant looking for career development in a FinTech company?  If yes, this role supports accountants who use Class as their SMSF accounting software. 

Our Support team acts as the initial point of contact with SMSF accountants/administrators to resolve day to day issues with using Class suite of products/platforms.

We are looking for a Associate Customer Support Consultant with a focus of data feed support and this is a permanent full-time position that allows for up to three days of remote work per week. Our offices are located in Sydney CBD, but we are flexible regarding the work location, including options in Perth, Melbourne, Brisbane and Gold Coast.

Responsibilities:

• Provide software application support and problem resolution for users of the various Class platforms with a focus to Data feeds product
• Answer and log customer enquiries received via phone, email, and other channels
• Troubleshoot, analyse and identify software-related issues, and propose solutions.
• Liaise with intermediate/senior support analysts to resolve unusual and complex support requests, following the escalation process as required.
• Maintain customer relationships and provide exceptional customer experience regarding the effective use of the Class suite of platforms.
• Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes.
• Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources.
• Participate in testing and act as a point of reference for new software features as part of the regular release cycles

Requirements:

• A formal degreecertificate qualification in accounting
• Experience working in the accounting industry and /or SMSF industry
• Experience with Class suite of platforms (Class Super, Class Trust) (desirable)
• Excellent written and oral communication skills
• Ability to troubleshoot issues and determine resolutions to complex issues
• Knowledge of Australian Superannuation and Trust legislation and practice (desirable)