We are seeking a permanent part-time Applications Support Officer to bring to life Infoxchange’s mission of Technology for Social Justice.Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.We are also proudly recognised as a Great Place to Work certified employer and we are also on the Great Place To Work’s Best Workplaces for Women list!This position is 3 days a week (45.6 hours per fortnight) in a hybrid working model, based in Melbourne. (Full time may be considered).Candidates are required to have full Australian working rights.The position provides an opportunity for you to leverage your experience and skills in a dynamic helpdesk environment to make a difference in the lives of front-line workers at community service organisations by helping them to use our software products more effectively and support them to resolve any issues they encounter.With a strong emphasis on outstanding customer service and a methodical approach to investigation and problem solving, as well as the ability to work collaboratively with customers and Infoxchange teams to resolve issues efficiently and with high level of customer satisfaction. Where you are unable to resolve the issue, you will document and escalate to specialist Level 2 teams.The position will suit an experienced helpdesk or customer service professional that can work as part of a diverse team, can serve customers with a smile, and the tenacity to get to the heart of the issue. You will work with a team that is responsible for providing level 1 helpdesk support via phone, email, and self-service. We operate between 8:30am and 6pm Monday - Friday, except Australian National Public holidays.Key duties and responsibilitiesDay to day support of Infoxchange products, supporting customers across Australia using our systems and applicationsA significant proportion of the role is supporting our client and case management system (SaaS) supportProactive and timely responses to customer calls, incoming tickets and actively follow up on requestsAssist customers to perform troubleshooting activities in real time over the phoneCollaborate with other team members and Infoxchange staff to achieve team, and organisational goalsWork within data controls, privacy, and confidentiality policiesTrack reported issues and monitor work in your name to ensure that incidents don't stallInvestigate, question and accurately document issues that customers reportProactive input, maintenance and development of team processesA positive contribution to the team by supporting others and contributing ideas in line with Infoxchange valuesSupporting other Infoxchange activities including current projects as requiredManage your time to be able to respond and resolve issues at level 1 support, and document and escalate issues where requiredKey selection criteriaTo succeed in this role at Infoxchange, you will demonstrate:Qualifications And Specialist ExpertiseExperience in a (SaaS) Software as a Service support environmentKnowledge of the community sector or data collections such as SHS, DSS DEX, or VADC is highly desirableExperience in delivering high quality customer service within target SLA’sSkills And CapabilitiesOutstanding customer service skillsExperience working within SLAs and target timeframesExperience using ticketing systemsProfessional phone manner, including ability to step people through problemsStrong analytic, problem-solving skills and attention to detail with a genuine enthusiasm for solving challenging problemsHighly motivated, responsible, and able to manage a varying workload independently and responsiblyStrong computer skills relevant to day-to-day activities such as MS Office and a willingness to learn new software systems and skillsDemonstrated ability to learn new systemsMust be able to work set hours between 8:30am and 6:00pm AESTWhat we offerAs well as enjoying the rewards and satisfaction of working within an NFP, and as a Great Place to Work certified employer, we also offer additional benefits such as Salary Packaging, Annual Leave Loading, Hybrid-working, welcoming office and many more.Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!Excited by this opportunity and ready to make a difference? Apply today!To ApplyPlease include your resume and a cover letter outlining:Why you want to work in a support environment, supporting SaaSYour customer service experienceHow your experience and skills align to the roleWho are we?Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 35 years. With 160 people across Australia, we tackle the biggest social challenges through the smart and creative use of technology.We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.Read more about Infoxchange in our annual report at Infoxchange Annual Report 2024Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.
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