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Support Officer

3 months ago

Launceston, Tasmania, Australia ReadyTech Full time

Position description Apply now Share

About the role:

We're looking for a Customer Support Officer to provide ReadyTech customers with high levels of client service by answering questions, resolving support issues, and nurturing client relationships

About us:

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer's diverse problems – supporting multiple businesses across a variety of markets to be ready for anything.

We're an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can't be found in any other company.

It's an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

If you were here last week, you might have:

  • Interacted with and responded to customer emails and phone calls in a professional, respectful, and empathetic manner in order to resolve issues as quickly and as accurately as possible
  • Prepared customised reporting and data in line with the client's requirements
  • Provided excellent technical support to clients on how to use ReadyTech products
  • Troubleshot product issues and been the first point of contact whilst communicating the details, including steps to resolve the issue
  • Documented any and all interactions with your clients in our CRM or support ticketing system e.g., Zendesk
  • Supported your colleagues' growth and knowledge by creating share articles and adding to the FAQ
  • Upped your skillset by undertaking technical and soft skill professional development
  • Identified opportunities for continuous improvement that will make ReadyTech even better at what it does

More about You:

  • You are emotionally intelligent and self-aware, and this empowers you to engage, influence, and collaborate with all levels of the business to achieve joint outcomes
  • You love to solve problems and have a genuine passion for helping customers
  • You have strong written, oral communication skills, and are a strong collaborator who can work with individuals across all business areas to achieve joint outcomes
  • You are comfortable adapting and multi-tasking in a fast-paced environment where you'll rely on your ability to take initiative and deliver
  • You're a team player but can also work independently
  • You demonstrate the ability to prioritise competing requirements and resolve conflicts constructively
  • You're a self-starter who can quickly identify the priorities and drive towards delivering tangible outcomes even when the pressure is on
  • You have an eagerness to continually learn new things and grow as an individual
  • You have experience working in a customer service role and know the importance of empathy and patience
  • You have SQL or programming experience
  • Experience of the VET sector and Student management system products would be viewed favourably but is not essential

Why you should become a ReadyTecher:

  • A day off for your birthday- hip hip hooray
  • Additional 4 days of leave each year
  • ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
  • Hybrid work, with in-house baristas in Australia via the Ready Beans team
  • Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
  • Paid parental leave
  • Additional paid leave for miscarriage, endometriosis and menopause
  • Volunteer leave
  • Flu vaccinations
  • And plenty of ReadyTech merch drops along the way

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers

Position description Apply now Share