About Infocus Infocus is a national wealth management organisation with a proud 30-year history. We pride ourselves on our culture, our commitment to quality advice, and the opportunity we have to make a genuine difference in the lives of our clients. Our National Head Office is uniquely positioned here on Queensland's Sunshine Coast, with our team of ~70 talented individuals right across Australia in our various state offices.
The Role: The right person for the Service Support Officer role for us will be a natural born communicator with a professional mindset and personal drive to achieve good outcomes for the business. You will be a fast learner with fantastic attention to detail and an open and committed mindset, but most importantly a team player. You will have:
Exceptional & engaging client focused telephone manner;Excellent communication skills - both written & verbal;A proactive, can-do approach, with the ability to think laterally, diagnose & work to resolve complex issues;Ability & willingness to learn new technologies and systems;The commitment to work with stakeholders at all levels within the business to seek solutions; andIntermediate skills in MS Office suite, particularly in Word & Excel. Key Responsibilities: Working within a team to deliver quality support to our broader network of financial advisers and their support staff via servicing inbound queries via telephone, email and in-person from our Maroochydore head office;Identifying and understanding the needs of network of financial planning offices;Providing onboarding system and training support for new offices; (including data migration and clean up)Managing the escalation of queries throughout the business;Taking ownership of issues & seeing them through to resolution;Providing front line support for business process within our proprietary software; andIdentifying Training and Development opportunities.Testing new featuresDeveloping training materialDevelop procedures and make recommendations where applicableWhat You'll Need to Succeed: Minimum of 2 years' experience in a software support/helpdesk role or similarExcellent communication and client service skillsAdaptableDiligentThe ability to work as part of a team as well as independently; prioritizing tasks and meeting deadlines in a fast-paced environment.Great time management skillsExcellent attention to detailAre We The Right Business For You? At Infocus we are passionate about providing a workplace that empowers and strengthens staff. We challenge each other to be innovative, confident and break down barriers. We are committed to ensuring we have a strong team culture and some of the ways we do this is by providing:
Regular team activities and events to encourage cross-team collaboration;Pens down early on Fridays to socialise;Commitment to both upskilling team members and advocating for internal promotions first, wherever possible;Confidential support for you and your family through our Employee Assistance Program;AIA Vitality membership program, providing discounts & offers for a variety of retail outlets and wellness centres.
