HUB24 leads the wealth industry as a leading provider of integrated platform, technology and data solutions.
We empower our employees to bring their ideas and creativity to work. Our company culture supports innovation and ambition.
We build a culture that supports team members to have a real impact on our business and the success of our customers.
Job Summary
We're looking for a proactive and client-focused professional to support established clients using Class platforms. You'll provide timely software support, troubleshoot technical issues, and ensure a seamless customer experience.
Responsibilities
* Provide application support and problem resolution within service level agreements.
* Answer and log support enquiries via phone, email, and other channels in a timely manner.
* Troubleshoot, analyse and identify software-related issues and propose solutions.
* Support junior analysts with troubleshooting common queries.
* Liaise with senior analysts, external stakeholders to resolve complex requests following the escalation process.
* Maintain customer relationships and provide exceptional experience regarding effective use of Class platforms.
* Contribute to knowledge base articles, help documentation, and training materials for new and existing features.
* Stay up-to-date with Class platform features and typical business processes through internal and external training, documentation, and resources.
* Participate in smoke testing during regular release cycles.
* Raise system issues, enhancement requests, and provide product feedback for review.
* Review support requests and customer feedback periodically to identify opportunities for improvement.
* Provide ongoing support to internal stakeholders when required.