Associate Customer Service Consultant

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. This role is permanent full-time and will work from home 3 days per week, spending the remainder of the week in the office. Role is based in our Sydney CBD or Bundall offices. What you will doAnswer and log customer enquiries received via phone, email, and other channels, in a timely mannerLiaise 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 platformsAssist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processesBe 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 resourcesRaise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation processAbout you No specific qualifications required but a formal degree\certificate qualification in Accounting or Information Technology very highly regardedAbility to work in a fast-paced environment Excellent written and oral communication skills Ability to listen and ask probing questions to understand customer concerns Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members and other stakeholders Desirable, but not a deal breaker Experience in working in the accounting industry and / or help desk environment Familiarity with ATO tax lodgements and ASIC requirements for company registration and ongoing corporate requirements Knowledge of Australian Trust and Superannuation legislation and practice#J-18808-Ljbffr