Associate Customer Service Consultant

at  Class Super

As a market leading wealth accounting technology company, Class transforms the way our clients work through innovative cloud solutions.
As part of the ASX-listed HUB24 Limited group, Class strives for highly valued technology solutions, exceptional customer service and a genuine commitment to innovation. We started out by pioneering Australia’s first cloud based SMSF administration solution, Class Super, and are now a multi-product suite leader including the documentation and corporate compliance platform NowInfinity. The Class software solutions assist our customers to automate key processes, reduce operating costs for their back office, improve data accuracy and reduce compliance risk. Class’ revenue is derived from our suite of products offered via a monthly software fee and PAYG fees.
As an Associate Customer Service Consultant you will act as the initial point of contact for established clients’ day to day issues with using Class’s NowInfinity product. Providing amazing software application support and problem resolution for users within Service Level Agreements.
You will be joining a fun and inclusive team, with room for career development and growth either within our Customer Service team, or the wider business.

WHAT YOU WILL DO

• Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
• Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer 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
• Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process

IF YOU DON’T FEEL YOU FIT THIS ROLE 100%, WE WOULD STILL LOVE TO HEAR FROM YOU! TELL US WHAT YOU’RE INTERESTED IN - YOU STILL MIGHT HAVE A SKILL WE DIDN’T REALIZE WE NEEDED!

As part of our process, a police check will be conducted on all successful candidates.
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