Customer Service Consultant

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
We're looking for a proactive and client-focused Customer Service Consultant to support established clients using the Class suite of platforms. Acting as the first point of contact, you'll provide timely software support, troubleshoot technical issues, and ensure a seamless customer experience. You'll collaborate with internal teams, contribute to knowledge base content, and assist with training materials and release testing.

Responsibilities

• Provide software application support and problem resolution for users of the various Class platforms within Service Level Agreements.
• Answer and log support enquiries received via phone, email, and other channels, in a timely manner.
• Troubleshoot, analyse and identify software-related issues, and propose solutions.
• Assist entry level support analysts with troubleshooting common support queries.
• Liaise with senior support analysts, external stakeholders to resolve unusual and complex support requests, following the escalation process as required.
• Maintain customer relationships and provide exceptional customer experience regarding the effective use of the Class suite of platforms.
• Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes.
• Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources.
• Participate in smoke testing during the regular software release cycles.
• Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process.
• Review support requests and customer feedback periodically with Team Leader and/or Service Support Manager to identify and act on opportunities for improvement.
• Provide ongoing support to Class' internal stakeholders, when required.

Requirements

• A formal degree qualification in accounting
• SMSF experience and/or SSA or RG146 qualifications (highly desirable)
• CPA or CA qualifications (highly desirable)
• Experience working in the accounting SMSF industry
• Experience with Class suite of platforms (Class Super, Class Trust)
• Excellent written and oral communication skills
• Ability to troubleshoot issues and determine resolutions to complex issues
• Knowledge of Australian Superannuation and Trust legislation and practice (desirable)
• Collaborative approach to problem solving and helping other team members

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