Software Application Support Specialist

5 days ago

Gold Coast, Queensland, Australia beBeeCustomerService Full time $60,000 - $80,000
About Our Team

We are a subsidiary of a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients.

Our vision is to reimagine a simpler, more automated world for our customers through innovation and technology leadership.

We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

About Us

The successful candidate will act as the initial point of contact for established clients' day to day issues with our product, providing amazing 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.


Main 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 our 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 our 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

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