About the Role
* Assist customers with questions about company, trust, SMSF setup and various other related topics.
* Help with product navigation.
* Answer phone calls, emails and processing web forms in a timely manner, adhering to the Service Level Agreements (SLA) & consistently meet/exceed team OKRs.
* Liaise with product teams to provide customer feedback for improvements.
* Log, track, update and resolve all service requests from customers in the service management system.
* Provide proactive and timely progress and status updates to clients and contribute to a positive business relationship with customers.
* Act as a subject matter expert (SME) on our products.
About You
* You're a fit for the role if you have the following required qualifications:
* Minimum 2 years in a customer support role within a technology company.
* Strong focus on customer service.
* Attention to detail.
* High standard of written and communication skills.
* Passionate about exceeding personal and team goals.
* Ability to work with minimal direct supervision.
Benefits
* Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
* Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
* Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions.
* Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
* Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
* Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
About Us
We inform the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media.