AddressPlease note: Applicants must have Australian Citizenship for this role (required for government security clearances). Do not apply if you cannot fit this criteria.
Who are We?
At 8Common (ASX:8CO) we believe in pushing the boundaries of what is expected. Starting with traditional software concepts, we have thrived on continually innovating our products to evolve ahead of market needs. 8common solutions deliver enterprise grade financial transaction processing for government entities, large enterprise businesses and not for profits.
What are we looking for?
The right candidate will be solution-focused, innovative and enjoy thriving in a fast-paced environment. Reporting to the Head of Customer Experience, this role will be strongly focused on resolving support tickets for multiple products within agreed SLAs and ensuring outstanding customer satisfaction with support tickets worked on.
We are interested in attracting a self-driven and high-performing individual who aspires to expand their skillsets and experience, being rewarded with career growth and development opportunities.
Key Responsibilities
- Provide exception customer service
- Provision of level 2-3 Helpdesk support to our customers
- Clearly manage and effectively prioritise customer requests in Support Portals
- Ensure timely resolution of customer issues to SLAs.
- Escalation of issues to internal teams and third-party stakeholders as required
- Maintain training articles and direct delivery to clients
- Competency working in a self-driven environment
Required Skills & Experience
- Must have Australian Citizenship (required for government security clearances)
- 1+ years’ experience in enterprise customer support environment or equivalent practical experience
- Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical. Effective dialogue building skills; listening, good Q&A skills.
- Strong organisational skills: ability to prioritise, manage, and execute tasks multi-functionally
- A cooperative team player but equally able to work individually depending on customer and internal responsibility scenario.
- Strong analytical and problem-solving abilities, fast learner with the ability to manage multiple competing priorities simultaneously.
- Ability to build strong networks and relationships with external and internal stakeholders.
- Enthusiastic and keen-to-learn attitude
- Fluent written and spoken English
Areas of Interest
In this position, the following knowledge areas would be helpful for your application, but will also be supported with organic learning as your grow within the role:
- Accounting skills (A/R, A/P, ERP)
- Conflict Resolution
- Customer Relationship Management
- Leadership technique
Why should you apply?
People and Culture is a core focus within 8Common, we value supporting and empowering the individual to better the whole company. We are a diverse network of people spread internationally who enjoy relaxed team building practices and activities. A staple of our leadership style is approachability between our management team and all employees to help cultivate ideas and opportunities.
Perks
- Flexible Work from Anywhere arrangement
- Occasional interstate travel (when safe to do so)
- Encouraged progression into other areas of the business (projects and implementation, product development or infrastructure teams)
- Incentivised ESOP opportunities
