As part of the broader Delivery Services Team, your role will be to work under the Implementation, Delivery and BAU Technical Team to action customer support and administration duties via the business CRM (Hubspot) and via a mobile phone. There are opportunities to develop further within the organisation around user training and product demonstrations. 

Working out of our modern offices next to Central Station in the Brisbane CBD, this role is ideally suited to someone who wants to be part of one of Brisbane's most successful software scale-ups.  A 4-day work week trial is on offer as just one aspect of our attractive Employee Value Proposition.

Position Description 

Job Title: Service Desk Support Officer (Level 1)
Reporting to: Implementation Manager & Head of Delivery
Hours: Permanent Full-Time 
Location: Brisbane
Direct Stakeholders: Customer Support, Customer Success, Comtrac Clients, BAU Technical Team 

Purpose of the position:

The Support Officer will work with Implementation, Delivery and the BAU technical team

to action customer support and administration duties via the business CRM (Hubspot) and via mobile phone. 

Key Responsibilities:

• Become familiar with the Comtrac product, getting to know its features, what makes it stand out (USP), the types of clients it serves, and how it adds value across different market segments.
• Monitor Hubspot support tickets and provide initial response back to the client (Level 1 Support)
• Initial response, triage and troubleshooting when a client raises an issue through Hubspot
• Maintain feedback to the client on the status of issue(s) raised until resolution.
• Proactively maintain and update client data in Hubspot.
• Provide updates on client issues at various internal forums
• Familiarisation with the implementation process and assist in the onboarding of new clients.
• Obtain a broad understanding of investigation processes and pathways.
• Assist in identifying potential risks and opportunities within service desk support, and contribute to efforts aimed at managing and addressing these factors.
• Demonstrate good judgment and basic business understanding when making decisions, and focus on delivering results in a customer-oriented environment.
• Showcase interpersonal skills, including the ability to engage in basic negotiation and conflict management situations.
• Rotating on-call (out of regular business hours) roster from time to time.

Skills and Experience:

Showcases foundational stakeholder and organisational skills, with a proven record of successfully completing tasks on time.

Able to:

• Demonstrated ability to manage competing priorities.
• Demonstrate a strong customer service mindset
• Excellent attention to detail
• Grasp the broader product vision and evaluate how any changes might impact it positively or negatively.
• Good interpersonal, problem-solving, communication, influencing and presentation skills.
• Familiar with collaborating within a team-oriented environment, emphasising a cooperative and consultative approach.
• Quick to learn and understand new software tools and solutions.
• Proficient in using MS Office applications.