Support Consultant

**About Us**

We are HireRoad, a diverse group unified by our belief that people are not interchangeable, and that organisations succeed when every individual within them succeeds. We create powerful software that helps organisations find people with the right skills, and the people who feel “this company fits me”. Importantly, our innovative software supports new members of an organisation to ensure they’re engaged and empowered for success in their new role. Formerly known as Acendre, our roots run deep in talent acquisition software, and we work on a global scale remotely and in office in Arlington, Virginia; Melbourne, Australia; Loughborough, United Kingdom and Ottawa, Canada.

Otto Berkes is HireRoad’s Chief Executive Officer. Otto has an extensive background in innovation including co-founding Xbox, leading the development of DirectX graphics, and building HBO’s streaming services. HireRoad is backed by Strattam Capital who invest in established companies with high-quality products and services across three IT business market segments: enterprise software, digital infrastructure, and technology-enabled services.

**Position Summary**:
The Acendre Support Team is an integral part of our customer experience blueprint, the first line of contact for issues, guidance, and advice. As the Company focuses on growth and as our client base expands, the support team needs a leader to help them continue to deliver exceptional customer service to a large and diverse client base.

We help large organisations take on a pressing problem - “How can we get the most out of our workforce?” We are a passionate team who take pride in our work. We put the customer first and do what it takes to see them succeed. Acendre's Support Consultants are responsible for working within the support team to problem-solve issues affecting the customer experience. This is an excellent opportunity for someone who wants to step into a key role and make it their own.

**Your responsibilities will include the following**:

- Work in the Support team to achieve customer and internal objectives around SLA achievement and customer satisfaction.
- Problem solving of issues that affect the customer experience with the system.
- Develop an understanding of customer’s business, processes, and system outcomes to drive investment in their system.
- Develop strong relationships between system super users to become a trusted advisor and consultant.
- Develop and maintain strong relationships with Engineering teams to ensure valuable triage
- Input to weekly, monthly and quarterly statistical reporting on operational support team transactions.
- Input to weekly qualitative reporting to assist the Client Success Team in proactively addressing client needs
- Ensure data quality of information and adherence to privacy and sensitive data regulations.
- Input expertise to the support team to regularly review team operating processes in order to drive higher efficiencies and higher levels of customer satisfaction.

**About You**

You are passionate and driven to do what it takes to succeed. You will not let a problem go until it’s fully resolved. Your commitment to customer satisfaction is part of who you are.

You love technology. You don’t wait for someone to show you how something works, you roll up your sleeves and work it out. You want to impart the knowledge and experience you have gained to your team, resulting in exceptional customer satisfaction ratings.

If you can see a way to do things better, you get on and make the change. You work with your peers and cross-functional teams to streamline workflow - all with a focus on making our customer’s lives better.

**Qualifications**
- Strong customer-focused attitude
- Keen interest in technology
- Some experience in a Help Desk consultant position within a SaaS environment is a plus
- Undergraduate Degree strongly preferred
- Experience in an HR function beneficial

**What we offer you in return**
- Play a key role in the expansion of a highly-funded SaaS business
- Collaboration with international offices on global projects
- Backing from Senior management to be disruptive - for positive outcome
- Competitive salary/rate
- Continuous learning and development opportunities
- Significant potential to progress your role as we are expanding rapidly
- Continuously and consciously working to ensure an empowering, team-oriented and politics free environment.

**And Employee benefits such as **:

- Stock options
- Employee recruitment referral scheme
- Generous holidays/Paid Time-off
- Additional wellness day-off
- Birthday Day-off

Regretfully we do not provide visa sponsorship and in order to meet the requirements of this job you must be legally entitled to undertake unrestricted, full-time work in Australia.

**Salary**: $45,000.00 - $60,000.00 per year

**Benefits**:

- Employee discount
- Employee stock purchase plan
- Referral program

Schedule:

- 8 hour shift
- Flexi