Junior Customer Service Consultant
Melbourne, Australia
Commercial – Customer Support /
Full Time - Permanent /
Remote
Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
As a Junior Customer Service Consultant at Caseware Australia, you'll play a pivotal role in ensuring our clients receive top-notch support and assistance. Your focus will be on problem-solving, knowledge leadership, and streamlining customer experiences. This is a fantastic opportunity to join a dynamic team and make a real impact in a leading software company.
❗This is a Full-time permanent position
📍Location: This is a remote role for candidates residing in the Australia.
Note:
Applicants must have documented permission to work in Australia.
Contact:
David Stansell - Head of Service Delivery, Caseware Australia
Join us at Caseware Australia and be part of a team committed to delivering exceptional service and solutions to our valued clients. Apply now to embark on an exciting career journey with us!
What you will be doing:
- Problem solving, when clients reach out asking for assistance.
- Knowledge leadership, when we are asked for help, we provide the best answer in line with our best practice recommendations
- Streamlining our customer’s experience when reaching out to us. We should be their point of contact for the majority of requests they may have
- Training administration and management, making sure attendees to our courses are booked in and correctly set up.
- Key functions and responsibilities
- Customer service, using phone, email and web tools (TeamViewer) to investigate and resolve customer problems.
- Provide timely and accurate responses to customer needs.
- Ensure customers are kept advised of case progression and urgent problems are attended to promptly.
- Record all support cases in the company support database.
- Coordinating training courses and ensuring material reaches the correct people in a timely manner
- Provide feedback on product improvements and enhancements.
- Preparation and publication of relevant FAQs on the Online Knowledge Base.
- Testing of software.
- Escalate issues to Canada, as required.
- Participate in IT projects for process improvement.
- Proactively engage customers to improve use of Caseware solutions and increase satisfaction
- Facilitate and process customer transactions such as additional license requests (incl license reductions) and training bookings.
What you will bring:
- Excellent problem solving or troubleshooting skills.
- Ability to work independently – recognising and setting priorities.
- Excellent interpersonal skills.
- Ability to work as part of a team.
- Ability to multi-task.
- Strong verbal and written communication skills. Able to communicate clearly with customers and internal staff and negotiate an equitable solution to issues.
What's in it for you:
▪️Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
▪️We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
▪️Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
▪️We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
▪️We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
▪️Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
▪️We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
About Caseware:
Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at talent@caseware.com.
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.
