Customer Support Officer, 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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