Associate Customer Service Consultant - Nowinfinity

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.

As an Associate Customer Service Consultant you will act as the initial point of contact for established clients’ day to day issues with using Class's NowInfinity product. Providing amazing software application support and problem resolution for users within Service Level Agreements.

You will be joining a fun and inclusive team, with room for career development and growth either within our Customer Service team, or the wider business.

This role is permanent full-time and will work from home 3 days per week, spending the remainder of the week in the office. Role is based in our Sydney CBD or Bundall offices.

What you will do

• Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
• Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer 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
• Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process

About you

• No specific qualifications required but a formal degreecertificate qualification in Accounting or Information Technology very highly regarded
• Ability to work in a fast-paced environment
• Excellent written and oral communication skills
• Ability to listen and ask probing questions to understand customer concerns
• Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members and other stakeholders

Desirable, but not a deal breaker

• Experience in working in the accounting industry and / or help desk environment
• Familiarity with ATO tax lodgements and ASIC requirements for company registration and ongoing corporate requirements
• Knowledge of Australian Trust and Superannuation legislation and practice