Associate Customer Service Consultant
Sydney / Gold Coast
CLASS NowInfinity – Customer Support, Consulting & Compliance /
Full Time /
Hybrid
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 degree\certificate 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
THE CLASS STORY
At Class, our vision is to reimagine a simpler, more automated world for our customers through innovation and technology leadership. We reimagine solutions through the smart application of technology to make processing and data connection painless and by simplifying complex customer problems.
Class Employee Benefits
Employee Share Scheme: Receive tax free shares on an annual basis (permanent employees only).
Unlimited Access to External and Internal Learning: Learn, grow, and develop with us.
Self-Funded and Bonus: Purchase 2 extra weeks of additional leave per year on top of your standard 4 weeks, plus an extra 5 days if you use your 20 days of leave within 12 months.
Enhanced Parental Leave: We offer 12 weeks of paid parental leave in addition to statutory government leave.
Flexible Working: We offer hybrid working arrangements.
HUBlife: Enjoy a huge range of discounts including health, wellness and financial with our corporate partners.
Employee Assistance Program: Well-being Service provided to you plus your family members.
At Class, we pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so.
If you don't feel you fit this role 100%, we would still love to hear from you! Tell us what you're interested in - you still might have a skill we didn't realise we needed!
*As part of our process, a police check will be conducted on all successful candidates*.
Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
2024 Circle Back Initiative 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 the BOSS Best Places to work list.
