Associate Customer Service Consultant

at  HUB24 Group

A BIT ABOUT US

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.
But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.
The Associate Customer Service Consultant will serve as the initial point of contact and escalation for existing clients, primarily addressing complex and technical issues related to the Class suite of products and platforms.
This is a permanent full-time position that allows for up to three days of remote work per week. Our offices are located in Sydney CBD, but we are flexible regarding the work location, including options in Perth, Melbourne, and Gold Coast.

REQUIREMENTS:

• A formal degree\certificate qualification in accounting
• Experience working in the accounting industry and /or SMSF industry
• Experience with Class suite of platforms (Class Super, Class Trust) (desirable)
• 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)
  This role is an excellent opportunity for an ex Accountant who wants to move into a Customer Service role but still use their Accounting skills OR if you are passionate about Accounting and have previously worked in that area and you feel your next move is with a fintech business, please get in touch!

RESPONSIBILITIES:

• Provide software application support and problem resolution for users of the various Class platforms with a focus to Data feeds product
• Answer and log customer enquiries received via phone, email, and other channels
• Troubleshoot, analyse and identify software-related issues, and propose solutions.
• Liaise with intermediate/senior support analysts 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 testing and act as a point of reference for new software features as part of the regular release cycles

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 REALISE WE NEEDED!

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.