About us
Sympli is a collaboration between InfoTrack (Australia’s leading provider of e-Settlement technology and services) and the Australian Securities Exchange (ASX). Sympli will offer lawyers, conveyancers and financial institutions a streamlined and comprehensive technology solution that will seamlessly integrate with existing practices and systems.   

Objective 

You will be responsible for supporting our clients and helping them to utilise our e-settlement platform to its full potential. You will live and breathe our company value: “It’s all about our clients”.   

 

The Role & Responsibilities 

Reporting to the Helpdesk Manager some key responsibilities will include: 

  •  Utilise your Sympli platform and industry expertise to;  
  • Onboard new clients and connected parties, such as banks, registry offices and key stakeholders 
  • Respond to client inquiries 
  • Triage, replicate and escalate issues as applicable 
  • Gather feedback, and 
  • Enable our clients to achieve maximum functionality and efficiency.     
  • Provide all Sympli clients with a warm, welcoming and value-added experience during every interaction whether online, via phone, chat or email. 
  • Build valuable and lasting relationships with our clients and be the client champion within Sympli. 
  • Operate in a transparent environment to meet set KPIs and targets. 
  • Provide relevant reporting on clients, cases, trends and issues. 
  • Contribute to the Support Team and our business improvement processes. 
  • Contribute positively to our highly valued company culture. 

Knowledge and Experience 

You are a motivated team player who is comfortable in helping non-technical clients navigate technology, resolve their inquiries and be the person clients prefer to speak to. 

  • 1st Level Customer Support experience supporting SaaS products.  
  • Conveyancing, property industry, banking, financial services knowledge will be advantageous. 
  • Great verbal and written communication skills. 
  • High attention to detail. 
  • Experience using remote assistance screen sharing product such as Bomgar, LogMeIn, team viewer etc. 
  • Experience using a CRM system, Salesforce knowledge is desirable.  

Core Competencies for the Role 

* Service Excellence – Your goal is to enhance the client experience.  

* Passion for Results – You are a high achiever, always seeking to meet KPIs / targets. 

* Coaching and Developing Others – Providing feedback, instruction, and guidance to help others achieve better results.  

* Client Focus – Ensuring that the client perspective is a driving force behind decisions and activities. 

 

Job Features

Job CategoryCustomer Service

Applications

To apply, please send your resume to careers@sympli.com.au