Adviser Application Support

Close date :

Thursday, 25 April 2024

Working pattern :

Full time

Contract Type :

Permanent

Location :

Sydney

Department :

20 - 20 Midwinter

Description & Requirements :

About The Role

Due to market growth, we're looking for passionate and confident Adviser Application Support to join us to provide front-line support to Midwinter's retail and corporate clients. You will be working on AdviceOS - an award-winning financial advice tool known for its intuitive interface and market-leading functionality.

What You'll Do

This role is responsible for ensuring a high standard of support is provided to Midwinter's retail and corporate clients. The role requires you to respond to enquiries by phone and email in a timely manner and provide excellent customer service. It is essential within this role you maintain a high level of client engagement and that client expectations are met.

Reporting to the Client Services Lead, your responsibilities will also include, but are not limited to:

• Supporting new and existing AdviceOS users, addressing questions and requests relating to system functionality and navigation
• Capturing and raising product enhancements, and proactively engaging with various stakeholders to implement software developments
• Respond to all inbound customer inquiries within our service level agreements (SLA's)
• Utilise our internal CRM to accurately record all customer inquiries, as well as any information relating to the outcome/resolution
• Maintain a strong working knowledge of Midwinter's AdviceOS as well as its various applications
• Develop, maintain, and deliver effective training plans to ensure the production of training materials.

• Experience providing customer support, preferably within the Australian financial services industry
• The ability to develop rapport with clients and become a trusted partner for their business
• Excellent verbal and written communication skills, with the ability to adapt to technical and non-technical audiences
• Exceptional organisational and time management skills; the ability to appropriately prioritise and avoid mismanaging workflow
• Ability to work well under pressure and communicate timelines to deliver
• Be a team player, offer an opinion and support your team

We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you.

Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.