Member Support Specialists

Member Support Specialists

Talent Recruitment Australia | Melbourne, VIC, 3001, AU

Posted 10 days ago

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Great opportunities to join a Melbourne headquartered technology success story with enviable list of benefits and opportunities for career advancement. This is a very successful FinTech with over 300 staff, 6000 members and multiple products servicing Australian and international markets.

Multiple positions available !

Team and Role

The role is responsible for first level support and the resolution of in-bound member queries via phone, email. You'll work in a supportive team (approx 40 in 3 streams), escalate and follow through any queries needing escalation ensuring they're resolved within Service Level Agreements (SLA's).

This is not your standard customer service or administrative support role - you'll be supporting users of a complex SaaS technology platform (ie members) used by legal practitioners and finance professionals.
Respond to, monitor & manage inbound support queries (phone, email)
Manage interactions from start to finish - create amazing customer experiences
Work with Salesforce CRM, ITSM tools, PCs, Mac's, Wireless, Mobile and Remote tech
Liaise with 2nd and 3rd level support teams (escalating and ensuring issue closure)
Keep members informed throughout the problem resolution process
Strive for first call resolution and provide empathetic support when things are more complex
Support members over the phone with training and assisting them with log in access
Assist navigation to online Quick Reference Guides
Update user training
Work with multiple internal teams and external parties
Adopt a continuous improvement mindset and engage with Product Teams to suggest new features or enhancements
Excellent Communication (written & verbal) and interpersonal skills
Strong initiative and drive - proactive
Strong problem solving & decision making
Exceptional attention to detail
Thrives under pressure
Previous experience in an customer support role
Strong time management and organizational skills
Networking & building relationships with key stakeholders/teams
Proactive and flexible
Tertiary qualifications, preferred
Experience in mid-to-large sized organisations in finance, banking, insurance, legal or technology/software SaaS businesses, preferred
You are passionate about customer service, have an innate curiosity and drive to develop a career within a SaaS business.
The Perks

Fantastic benefits include flexibility, individual training budget and plan, generous parental leave and benefits, work from anywhere policy, annual conferences, Hack Days, discounted food, gym, school holiday programs, potential for bonuses, equity/share plan, with annual salary reviews.

Offering a competitive salary package of $70,000 per annum with multiple examples of Consultants moving into lucrative careers as Business Analysts, Data Analysts, Product Owners and Test Analysts within this growing business.

Apply // 0408 388 680