Partner Support Specialist

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY
We think creatively and we're not constrained by traditional thinking or barriers to success. We're led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And Life At HUB24
Learn more about our employee benefits HERE.

Job Summary
The Partner Support Specialist is critically important to ensuring that we deliver on our goal to be a highly responsive support organisation with a reputation for providing quality service to our partners and in turn, their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners. This includes any technical support, sales enquiries, marketing support, administration and other partner program related issues.

A key element of this role is responding to support tickets that our partners generate from email or via our Zoho (CRM) Help Desk system. It will also support our sales team to ensure the myprosperity platform is properly configured for important presales activities including the setup of partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.

This role would suit someone who has a strong background in customer service, that is looking to build a career in SaaS/ Tech support.

Responsibilities

• Effective and timely resolution of technical support issues via Helpdesk
• Manage and resolve all inbound partner admin, program and marketing enquiries.
• Qualify and handover any sales leads to the sales team.
• Develop trusted relationships with key partner contacts.
• Create and monitor Pro demo accounts for staff and partners.
• Work in an effective, supportive and positive manner with the account management and training teams
• Management and escalation of data feed issues, such as Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX.
• Contribute to the update of support content, FAQs and knowledge center
• Manage Marketing hub uploads, logins and other troubleshooting for partners.

Requirements

• At least 3 years experience in customer service and support roles
• Preferably hands-on domain experience in accounting or financial planning
• Strong communication and problem-solving skills
• Exceptional customer service mindset and approach
• Relationship management skills for engaging with internal and external stakeholders
• Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end users

The Recruitment Process

• Acknowledgement email once your application has been submitted.
• Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
• If you're a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
• Should you require any accommodations to the recruitment process, please email , and one of our team will contact you.
• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
• Communication of outcomes to successful and unsuccessful candidates and feedback provided.
• As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle
Back
Initiative Employer
– we commit to respond to every applicant.

Endorsed by
WORK180,
we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the
BOSS Best Places to work list.
Seek Star Awards Nominated as a finalist for the
Best Employer Brand Initiative
HUB24 is an equal opportunity employer.
We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you