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Helpdesk Analyst

2 weeks ago

Melbourne, Australia Connective Broker Services Full time

**The Business**

Connective is an innovative fintech company and the preferred choice for leading Australian brokers. Our customers are mortgage and asset finance brokers and we are driven to be the business partner they can't imagine doing business without. Our award-winning CRM software 'Mercury Nexus' is the flagship of the Connective business and it's offering to broker members. With a strong and vibrant culture, we are the employer of choice for exceptional and dynamic professionals.

With award winning products, exceptional customer engagement scores and ambitious growth plans, we are driven to be the business partner that customers can't imagine doing business without.

**The Role**

Reporting to the Helpdesk Team Leader, you will provide efficient and professional Mercury Nexus support to our broker members and internal customers across Australia.

Your responsibilities will include:

- Responding to ticket requests, “chat" queries and incoming calls triaged via Reception
- Troubleshoot and resolve Mercury Nexus software issues, and escalating when required
- Educate users on how to best utilise the system
- Contribute to the Helpdesk team's knowledge base
- Proactively identify ways to improve workflow efficiencies

**The Person**

Your inquisitive nature and keen attitude towards learning will ensure your success in this role. In addition, you will also possess:

- Minimum 1 year experience in a client focused IT support role
- Strong knowledge of Service Desk ticketing systems (Intercom advantageous)
- Excellent written and verbal communication skills
- Excellent customer service skills
- Ability to multitask and prioritise in a fast-paced environment

**The Benefits**

As a valued part of the Connective team, you will be rewarded with:

- A social and relaxed team atmosphere with regular engagement activities
- Access to various learning platforms to support your professional development goals
- Several wellbeing offerings such as annual flu vaccinations and access to a mental health app of your choice
- Progressive leave policies including paid birthday leave & parental leave
- Attractive remuneration package including access to an annual profit share

**To Apply**

To apply, please click on the below link.