Customer Support Officer

at  National Injury Insurance Agency Queensland

Your roleSupport the users of the external platform, assist users with all aspects of platform use, maintain a register of issues capturing evidence related to calls, feedback and suggestions, monitor usage and. monitor reports of log-in, submission and user activity. Create & maintain artefacts and FAQs to enable users to self-serve where possible..Build strong and effective relationships, assisting and strengthening digital engagement with NIISQ, communicating respectfully with internal & external stakeholders, responding in a timely manner to all user requests and demonstrating a customer centric mindset to support the Participant, Providers and MAIS-Q staff to have a positive engagement.Liaise with business SMEs, and the PMO & Delivery team to assist with troubleshooting, discovery, analysis, requirements, testing and use cases as required to enhance the business applications.Participate in team standups, cross functional teams and other agile ceremonies / activities that enable the support function of the platforms and the PMO & Delivery team activities and complete other tasks as directed to help the team achieve its outcomes.Actively contribute to developing a culture that embraces learning, innovation and continual improvement at NIISQ.About youWhile not mandatory, a relevant tertiary qualification in computer science, information technology or comparable discipline, and / or relevant experience in Agile is highly desirable.To be successful in this role you will need to demonstrate:

• Experience in administering and supporting business systems, understanding of software development lifecycle, cyber security and information privacy, supported by critical thinking, problem-solving and analytical skills.
• Proven ability to prioritise work, pay attention to details, complete tasks and work flexibly in an Agile delivery model.
• Ability to establish and maintain respectful relationships at all levels of an organisation and work collaboratively in cross functional teams in a fast-paced delivery environment.
• Excellent communication skills, both written and verbal and ability to communicate clearly to a variety of audiences.
• Proficiency in day-to-day business applications such as Microsoft Word, Excel and PowerPoint, or JIRA.

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• Experience in administering and supporting business systems, understanding of software development lifecycle, cyber security and information privacy, supported by critical thinking, problem-solving and analytical skills.
• Proven ability to prioritise work, pay attention to details, complete tasks and work flexibly in an Agile delivery model.
• Ability to establish and maintain respectful relationships at all levels of an organisation and work collaboratively in cross functional teams in a fast-paced delivery environment.
• Excellent communication skills, both written and verbal and ability to communicate clearly to a variety of audiences.
• Proficiency in day-to-day business applications such as Microsoft Word, Excel and PowerPoint, or JIRA