Customer Support Officer

2 days ago

Subiaco, Australia Mastergroup Full time

Mastergroup (home of Agrimaster) is a software development company that has been operating for 40 years, specialising in farm financial software, specifically for the Australian Agricultural sector. Agrimaster is used by farm businesses and professional partners in all states of Australia, with a large market share of 80% of farmers in WA.

We are seeking an enthusiastic Customer Support & Success Officer to join our team located in Subiaco. The successful applicant will be providing proactive support to our flagship products Agrimaster and Wagemaster.

**Responsibilities will include**:

- Ensure all helpdesk tickets contain detailed internal and external notes for all Stakeholders
- Completing helpdesk tickets
- Onboarding and training of customers to use the product successfully
- Proactively identify and upsell subscriptions and services to customers
- Execution and testing of product releases
- Creating and maintaining help content
- Attend industry events to represent Mastergroup as required

**To be successful in this role, you will**:

- Minimum one-year experience using accounting and payroll programs. (e.g., Xero, MYOB, Sage, Agrimaster, etc.)
- Previous experience dealing with high volumes of customer queries at one time including help desk support.
- Previous experience with customer service tools (e.g. Zendesk, Freshdesk) and CRM tools (e.g. Dynamics, HubSpot, Goldmine etc.)

**Why work with us?**

Because we’re different We aren’t a big corporation with lots of red tape. We pride ourselves on being progressive, agile, flexible, people-centric, and forward-thinking.

Work with us for:

- A diverse and inclusive workplace
- Job security in an established business within a primary industry
- Work closely with business owners with real problems as well as involvement in planning sessions and the decision-making process
- Drinks and food after Showcase every 3 weeks
- Flexible work arrangements (we all get to work from home and in the office)
- Budget for training & development + paid study days
- In-depth employee onboarding program
- Focus on personal and professional wellbeing
- Opportunities to work with different Teams

In addition, we offer a paid day off on your birthday, a modern office in Subiaco which is full of light with a leafy outlook and, an office dog

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