Helpdesk Support Specialist

Who we are?

InfoTrack is a leading SaaS technology innovator that is helping a range of professionals, businesses and individuals in a digital age. We care about what we do and the people we work with. We partner with our clients to identify their challenges and constantly look for ways to evolve our products to maximise their impact.

The Role

The Support Specialist is a key member of our national contact centre team, providing expert guidance and technical assistance to clients navigating our award-winning SaaS platform. Reporting to the HelpDesk Team Leader, this role focuses on delivering exceptional customer service through phone support, troubleshooting, and proactive problem resolution.

About you

You're confident, outgoing, and love connecting with people. Picking up the phone doesn't faze you, in fact, you enjoy it. Whether it's resolving a query, guiding a conversation, or keeping things on track, you know how to stay professional while taking control of the narrative.

Key Roles and Responsibilities

• Provide phone support to clients and consumers across InfoTrack platforms, including WillNotice, eCompanies, InfoTrackGo, My Police Check, and Securexchange.
• Manage inbound and outbound support requests, troubleshooting issues and escalating when necessary.
• Develop deep knowledge of integration systems and collaborate with the Escalations Team to improve services.
• Maintain accurate records of client interactions and issues, ensuring clear communication with internal teams.
• Meet operational KPIs, including Customer Satisfaction (NPS), First Contact Resolution (FCR), and Average Handling Time (AHT).
• Stay up-to-date with InfoTrack products and services to deliver high-quality technical and consumer support.

Skills, Knowledge and Experience:

• Conveying information clearly across multiple channels to engage clients and ensure understanding.
• Organising tasks and resources effectively to meet deadlines and service level agreements.
• Quickly assimilating new information and applying it effectively on the job.
• Understanding technology fundamentals and guiding clients through troubleshooting over the phone.
• Meeting client needs, building rapport quickly, and taking ownership of customer satisfaction.
• Ensuring client perspectives drive service practices, delivering solutions that meet both client and business needs.

The Rewards and Culture

What We Offer:

Personal Development We have a rich history of providing people with growth opportunities throughout their InfoTrack journey. We provide our people with professional development plans, technical training, leadership programs, and clear career progression opportunities.

Reward & Recognition We have a culture of recognising the contributions of our people and rewarding them for their impact. We have various formal recognition programs as well as access to our employee share scheme. We put an emphasis on staff happiness, so we have a well-stocked snack cupboard, weekly catered lunches, free breakfast every morning and locally based social committees that drive events for each office including a Table Tennis competition.

Health & Wellbeing We care about our people's well-being and that is why we offer a range of benefits including fully covered gym memberships, monthly in-house massages, progressive leave policies and access to an Employee Assistance Program.

Join a company that puts people first, where your contributions are valued, and your potential is supported every step of the way. Apply now or message us directly to find out more

At InfoTrack we are a diverse workforce and we're proud to be an equal opportunity employer. We believe our differences make us stronger. We therefor encourage applications from Aboriginal and Torres Strait Islander people and people of all cultures, abilities, sex, and genders.