Digital Platform Client Support Officer

ICN Victoria is an independent organisation supported by the Victorian Government, working for local industry since 1984. We were founded on the principle that local businesses, especially small and medium-sized enterprises, should be given full and fair opportunities to compete for work on major projects. In turn, this helps create jobs by encouraging industry to think local, social, and sustainable in all procurement decisions.  

The Digital Platform Client Support Officer plays a critical role in supporting clients to effectively use our digital platform, Gateway by ICN. The role combines Level 1 technical support with proactive client onboarding and engagement to ensure a seamless user experience. The role will support Small and Medium Enterprise (SME) clients in creating and managing digital business profiles on Gateway. It will also support government and industry project owners to promote upcoming opportunities via tailored project pages.

This role reports to the Growth Sectors and Partnership Manager.

Key Responsibilities

Customer Services

• Provide exceptional customer services over the phone, via email, and during on-line meetings and demonstrations
• Liaise with government and industry project owners to:

1. Understand the project and their needs
2. Setup project pages on the platform
3. Collate and share reporting data

• Help SME clients to:

1. Understand their business capability
2. Set up, customise and optimise their profile content on the Gateway platform using clear guidelines
3. Understand the projects of interest to them
4. Submit EOIs for the projects

• Provide training to SMEs and government and industry project owners on the use of the Gateway platform

Digital Platform Level 1 Technical Support

• Solve common technical Gateway issues and escalate complex ones to the technical team
• Log and track all client interactions
• Support the national office to maintain high quality Gateway data
• Document support processes and contribute to continuous improvement efforts including user guides, FAQs, and knowledge base articles to support clients
• Understand client goals, gather feedback to improve the platform and support materials and recommend helpful platform features to the national office
• Represent the ICN Victoria office at national IT working groups and provide input and support for initiatives to improve the Gateway platform
• Other duties as required from time to time

Key Attributes

• Tech-savvy and eager to learn new systems and tools
• Customer-first mindset with a professional and empathetic approach
• Organised, efficient, and able to manage multiple priorities
• Collaborative team player with a proactive attitude
• Interest in learning about major projects and sectors such as construction, renewable energy, health infrastructure and medtech
• Strong alignment with ICN Victoria's purpose (to help local win) and values (valuing people, making a difference, acting with integrity, and succeeding together)

Skills and competencies

• Proven experience in customer service and technical support roles
• Experience with content management systems, client portals, or service platforms
• Proficiency with CRM platforms (e.g. Salesforce)
• Highly organised
• Excellent verbal and written communication skills
• Excellent attention to detail and accuracy
• Strong analytical and problem-solving abilities

Please include a cover letter with your application, highlighting how your experience will contribute to your success in this role.

ICN Victoria is committed to diversity, inclusion, and an equal opportunity workplace. We welcome applicants from all backgrounds and prioritise equal representation in gender, ethnicity, age, and other lived experiences such as disability and neurodiversity. 

If you require any adjustments to our recruitment process to accommodate your individual needs, please reach out to Ella Keenan at