Senior Customer Service Consultant

A BIT ABOUT US

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

Due to an internal promotion, we have an excellent opportunity for an experience SMSF Accountant to join a fast-paced, high-performing team.

In this role, you will utilise your SMSF accounting experience to provide high quality support and training to our clients, who are primarily SMSF accountants and administrators. You will help clients navigate complex accounting and technical issues, specifically within the Class suite of products and platforms, while ensuring they gain they maximum benefit from the platforms' capabilities.

Responsibilities:

• Provide software application support and problem resolution for users of the various Class platforms
• Answer and log customer enquiries received via phone, email, and other channels
• Provide exceptional customer experience and maintain customer relationships in relation to effective use of Class platforms
• Assist entry level and intermediate customer service consultants with troubleshooting complex customer queries
• Coach and mentor other support analysts to expand their capability and overall knowledge and understanding of Class platforms
• Provide subject matter expertise and analysis of requirements specification for new features of Class platforms
• Participate in testing and act as a point of reference for new software features as part of the regular release cycles
• Review customer requests and feedback periodically with Team Leaders to identify and act on opportunities for improvement
• Participate in client-facing webinars as a panelist and eventually lead your own sessions, sharing your knowledge and helping clients optimise their use of the platform

Requirements:

• A formal degreecertificate qualification in accounting
• 1-2 years' SMSF Accounting experience
• CPA or CA qualifications (desirable)
• Experience working in the accounting SMSF industry and / or help desk environment
• Experience with Class suite of platforms (Class Super, Class Trust, NowInfinity)
• Excellent written and oral communication skills
• Ability to troubleshoot issues and determine resolutions to complex issues
• Knowledge of Australian Superannuation and Trust legislation and practice (desirable)