Customer Support, Consulting

Overview

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.

Role: As an Associate Customer Service Consultant you will act as the initial point of contact for established clients' day to day issues with 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.

Responsibilities

• 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

Qualifications

• No specific qualifications required but a formal degree/certificate qualification in Accounting or Information Technology is 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.

Benefits and Life at HUB24

Learn more about our employee benefits.

The Recruitment Process

Acknowledgement email once your application has been submitted.

Our Talent team will start reviewing your application; if unsuccessful you will be notified.

If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.

If you're a person with an impairment or disability, this is an opportunity to share any accessibility requirements that you may have for the role.

Should you require any accommodations to the recruitment process, please contact recruitment@hub24.com.au and one of our team will be in touch.

Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews.

Communication of outcomes to successful and unsuccessful candidates and feedback provided.

Note: As part of our process, a police check may be conducted on successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 CircleBackInitiative 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. Seek Star Awards 2024 - nominated as a finalist for the Best Employer Brand Initiative.

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you.

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