Partner Support Specialist

myprosperity is a subsidiary of HUB24 Limited (ASX:HUB), a provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers product and technology solutions to empower better financial futures, together.
Founded in 2011, myprosperity partners with accountants and financial advisers to deliver a tailored solution that integrates with every aspect of their clients' financial world. The company aims to help households live their best financial lives and acts as a leading client portal to enable collaboration between households, advisers and accountants.
The Partner Support Specialist is critically important to delivering a highly responsive support organization with a reputation for quality service to our partners and their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners, including technical support, sales enquiries, marketing support, administration and other partner program related issues.
A key element of this role is responding to support tickets generated by 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 presales activities including partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.
This role suits someone with a strong background in customer service who is looking to build a career in SaaS/Tech support.
Note: this position is based in Hawthorn with hybrid working requiring 2 days per week in-office.
Responsibilities
Effective and timely resolution of technical support issues via Helpdesk
Manage and resolve inbound partner admin, program and marketing enquiries
Qualify and handover sales leads to the sales team
Develop trusted relationships with key partner contacts
Create and monitor Pro demo accounts for staff and partners
Collaborate with account management and training teams in a positive, supportive manner
Manage data feed issues (e.g., Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX) and escalate as needed
Contribute to updating support content, FAQs and the 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
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
Benefits and Life at HUB24
We are an inclusive employer and welcome applications from people of diverse backgrounds. HUB24 is an equal opportunity employer committed to creating an inclusive environment where diverse perspectives are valued. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you.
Recruitment Process
Acknowledgement email once your application has been submitted. Our Talent team will review your application and notify you if unsuccessful or progress to the next stage. If accommodations are needed, contact
As part of our process, a police check will be conducted on all successful candidates.
Endorsements and awards: CircleBackInitiative, WORK180 (employer of choice for women), BOSS Best Places to Work, Seek Star Awards. HUB24 is an equal opportunity employer.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
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