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Support Officer

2 weeks ago

Launceston, Australia ReadyTech Group Full time

**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.

**The key accountabilities of the role**:

- Customer satisfaction (% of clients satisfied)
- Tickets completed
- Average first reply time
- % of sales opportunities identified

**The key responsibilities of the role**:

- Provide friendly and efficient first level support to clients
- Prepare customised reporting and data in line with client requirements
- Provide technical support to clients on how to use ReadyTech products
- Identify products issues and communicate details, including steps to resolve
- Document interactions with clients in our CRM or support ticketing system. E.g. Zendesk
- Create, edit and review knowledge base articles

**The key requirements for the role**:

- Excellent verbal and written communication skills
- Strong analytical and problem-solving ability
- Ability to work and communicate effectively in a team
- Self-starter, takes initiative
- Strong attention to detail
- Customer service skills - Empathy, patience, etc.
- SQL / Programming experience
- Knowledge of the VET sector (advantageous)
- Knowledge of Student management system products
- Experience working in a customer service role

**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.

Full-time

**Job no**:EWAN50496

**Location**:Launceston

**Closing Date**:Monday, 30 June 2025