Addressmyprosperity is a subsidiary of HUB24 Limited (ASX:HUB). Founded in 2011, myprosperity partners with accountants and financial advisers to deliver their clients a tailored solution that integrates with every aspect of their financial world. myprosperity is on a mission to help households live their best financial lives. In a world of financial complexity and friction, we have emerged as the leading client portal solution to make it easier for households to collaborate with their advisers and accountants across all aspects of their financial lives.
The Customer Service Technical Support is critically important to ensuring that we deliver on our goal to be a highly responsive support organisation with a reputation for providing quality service to our partners and in turn, their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners. This includes any technical support, sales enquiries, marketing support, administration and other partner program related issues.
A key element of this role is responding to support tickets that our partners generate from email or via our Zoho (CRM) Help Desk system. It will also support our sales team to ensure the myprosperity platform is properly configured for important presales activities including the setup of partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.
This role is expected to develop a thorough understanding of the myprosperity product, backend administration platform and numerous third-party feeds that are used to wire up a client's financial position.
Responsibilities:
- Effective and timely resolution of technical support issues via Helpdesk
- Manage and resolve all inbound partner admin, program and marketing enquiries.
- Qualify and handover any sales leads to the sales team.
- Develop trusted relationships with key partner contacts.
- Create and monitor Pro demo accounts for staff and partners.
- Work in an effective, supportive and positive manner with the account management and training teams
- Management and escalation of data feed issues, such as Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX.
- Contribute to the update of support content, FAQs and knowledge center
- Manage Marketing hub uploads, logins and other troubleshooting for partners.
What you'll need:
- At least 3 years experience in customer service and support roles
- Strong technical/functional knowledge of software systems and applications
- Preferably hands-on domain experience in accounting or financial planning
- Strong communication and problem-solving skills
- Exceptional customer service mindset and approach
- Relationship management skills for engaging with internal and external stakeholders
- Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end users.
THE MYPROSPERITY STORY:
While we've been around for 12 years, we continue to retain a 'startup' culture of innovation. We have a team of passionate and talented individuals working together to solve a big problem. According to CPA Australia's 'The Value of Advice' report, if more Australians were able to access quality and affordable professional advice, we would be saving the Australian economy over $630 billion - definitely a problem worth solving. Rapid innovation is part of our DNA and is always driven by user feedback and research to ensure we're continually evolving our product and providing a superior user experience.
HUB24 Group Employee Benefits:
Employee Share Scheme: Receive tax free shares on an annual basis (permanent employees only).
Unlimited Access to LinkedIn Learning: Learn, grow, and develop with us.
Special Leave: Purchase 2 extra weeks of additional leave per year on top of your standard 4 weeks, plus an extra 5 days if you use your 20 days of leave within 12 months.
Volunteer Day: 1 day Volunteer Day to use on your charity of choice.
Enhanced Parental Leave: We offer 12 weeks of paid parental leave in addition to statutory government leave.
Flexible Working: We offer hybrid working arrangements.
HUBlife: Enjoy a huge range of discounts including health, wellness and financial with our corporate partner.
Employee Assistance Program: Well-being Service provided to you plus your family members.
Check out our HUB story HERE!
We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so.
If you don't feel you fit this role 100%, we would still love to hear from you! Tell us what you're interested in - you still might have a skill we didn't realize we needed!
- As part of our process, a police check will be conducted on all successful candidates*.
Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
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