Advanced Customer Support Specialist

About the role

Based in either Brisbane or Adelaide, the Advanced Customer Support Specialistis to provide exemplary customer service and technical expertise relating to complex heavy vehicle applications within the NHVR portal. The Advanced Customer Support Specialist’s goal is to provide a complete resolution for an internal and/or external customer.

Working with a family-friendly team, we offer a supportive hybrid work environment with flexible work from home arrangements. We encourage work-life balance and celebrate additional leave over the Christmas/New Year period and through rostered days off.

Key Responsibilities/Accountabilities

Some of the key responsibilities of this role are:

• Provide exemplary customer service to NHVR portal users that are having issues.
• Provide specialised and detailed advice to customers across portal applications.
• Collaborate and engage with internal and external stakeholders.
• Analyse and problem solve issues in order to provide final and complete customer resolutions.
• Provide subject matter expertise for user documentation.

About You

As the ideal candidate, you will have a background in IT support or customer service and bring a patient and solutions focused mindset. You will have the ability to think outside the box and have experience with dealing with various stakeholders with different levels of technology experience.

You will have:

• Highly developed problem solving, analytical and organisational skills.
• Demonstrated excellent customer service ability to resolve complex issues.
• Advanced interpersonal and emotional intelligence capabilities.
• Demonstrated interpersonal skills and the ability to develop and manage effective relationships. 
• Demonstrated strong verbal and written communication skills.
• Demonstrated experience in working in a complex multi-faceted operational and project management environment.
• Demonstrated ability to manage multiple conflicting priorities.
• Demonstration of, or the ability to, rapidly acquire the understanding and operation of new technologies and software solutions.
• Qualification in IT or related discipline (highly regarded).

Application Process

If the above position sounds like an opportunity for you, please apply with your CV and cover letter addressing the essential requirements of the role.

Applications close COB, 19 April 2024

Further information and the position description can be found on the NHVR Careers site - https://careers.nhvr.gov.au/jobs/search. If you have any questions please don’t hesitate to contact the NHVR recruitment team on recruitment@nhvr.gov.au.

Successful applicants will be required to complete a national police and work rights check.

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome applications from people of all backgrounds, experience and abilities.

About us

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistences across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 750 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.