Associate Customer Service Consultant

2 weeks ago

Sydney, Australia Class Super Full time

As a market leading wealth accounting technology company, Class transforms the way our clients work through innovative cloud solutions.

As part of the ASX-listed HUB24 Limited group, Class strives for highly valued technology solutions, exceptional customer service and a genuine commitment to innovation. We started out by pioneering Australia’s first cloud based SMSF administration solution, Class Super, and are now a multi-product suite leader including the documentation and corporate compliance platform NowInfinity. The Class software solutions assist our customers to automate key processes, reduce operating costs for their back office, improve data accuracy and reduce compliance risk. Class’ revenue is derived from our suite of products offered via a monthly software fee and PAYG fees.

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 office. _**

**What you will do**:

- 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**

Class 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

**_
Class Brand Promise_**

**Our purpose**:To champion simplicity, automation, and connectivity.

**Our ambition**: We will be known as a world-class Australian technology solutions provider.

**Our value proposition**:Industry leading technology solutions for accountants that delivers efficiency through back-office automation.

**Simplify**:Removing complexity and manual back-office processes.

**Automate**: Automation that delivers efficiency at scale.

**Connect**:Trusted technology partner for accountants, administrators, and advisers.

**Our vision**:We will reimagine a simpler more automated world for our customers, and they’ll love it.

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 realize we needed
- **
- Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

**“We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant”

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