Partner Support Specialist
Hawthorn, Melbourne
myprosperity – Operations /
Full Time /
Hybrid
myprosperity 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.
Founded in 2011, myprosperity partners with accountants and financial advisers to deliver their clients a tailored solution that integrates with every aspect of their financial world. myprosperity is on a mission to help households live their best financial lives. In a world of financial complexity and friction, we have emerged as the leading client portal solution to make it easier for households to collaborate with their advisers and accountants across all aspects of their financial lives.
While we’ve been around for 12 years, we continue to retain a ‘startup’ culture of innovation. We have a team of passionate and talented individuals working together to solve a big problem. According to CPA Australia’s ‘The Value of Advice’ report, if more Australians were able to access quality and affordable professional advice, we would be saving the Australian economy over $630 billion – definitely a problem worth solving.
The Partner Support Specialist is critically important to ensuring that we deliver on our goal to be a highly responsive support organisation with a reputation for providing quality service to our partners and in turn, their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners. This includes any technical support, sales enquiries, marketing support, administration and other partner program related issues.
A key element of this role is responding to support tickets that our partners generate from email or via our Zoho (CRM) Help Desk system. It will also support our sales team to ensure the myprosperity platform is properly configured for important presales activities including the setup of partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.
This role would suit someone who has a strong background in customer service, that is looking to build a career in SaaS/ Tech support.
Please note this position is based in our office in Hawthorn, we offer hybrid working with 2 days a week in office required.
Responsibilities:
- Effective and timely resolution of technical support issues via Helpdesk
- Manage and resolve all inbound partner admin, program and marketing enquiries.
- Qualify and handover any sales leads to the sales team.
- Develop trusted relationships with key partner contacts.
- Create and monitor Pro demo accounts for staff and partners.
- Work in an effective, supportive and positive manner with the account management and training teams
- Management and escalation of data feed issues, such as Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX.
- Contribute to the update of support content, FAQs and knowledge center
- Manage Marketing hub uploads, logins and other troubleshooting for partners.
What you'll need:
- At least 3 years experience in customer service and support roles
- Preferably hands-on domain experience in accounting or financial planning
- Strong communication and problem-solving skills
- Exceptional customer service mindset and approach
- Relationship management skills for engaging with internal and external stakeholders
- Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end users
myprosperity is heavily focused on technology innovation, attracting the best talent and empowering you to do your best work . We are constantly growing and learning, and this opportunity will truly make an impact as we keep on evolving
myprosperity Employee Benefits:
Employee Share Scheme: Receive tax free shares on an annual basis (permanent employees only).
Unlimited Access to LinkedIn Learning: Learn, grow, and develop with us.
Self-Funded Leave Scheme: 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 partner.
Employee Assistance Program: Well-being Service provided to you plus your family members.
