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 Customer Support Consultant 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 SMSF software application support and problem resolution for accountants/SMSF administrators of the Class platforms within Service Level Agreements.
• Answer and log customer enquiries received via phone, email, and chat channels
• Assist entry level and intermediate customer service consultants with troubleshooting complex customer queries
• Assist with the development of training courses and training material for delivery to users and internal staff
• Provide subject matter expertise and analysis of requirements specification for new features of Class platforms
• Participate in testing and act as a point of reference for new software features as part of the regular release cycles
• Review customer requests and feedback periodically with Team Leaders to identify and act on opportunities for improvement
• Assist with the technical aspects of Corporate Actions and the annual Tax Statement Projects
• Monitor industry and legislative changes in order to ensure such changes are implemented and supported in a timely and satisfactory manner.

Requirements:

• A formal degreecertificate qualification in accounting
• SMSF experience (highly desirable)
• CPA or CA qualifications (highly desirable)
• Experience working in the accounting SMSF industry and / or help desk environment
• Experience with Class suite of platforms (Class Super, Class Trust)
• 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)