Customer Support Consultant

Sydney
Posted 1 month ago

Job Title

Customer Support Consultant

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

You will report to the Customer Support Team Leader.

Some key responsibilities will include:

  • Utilise your Sympli platform and industry expertise to;
    • Onboard new clients
    • Respond to client inquiries
    • Triage 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 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.

  • B2B Customer Service experience in a technology or related field
  • Great verbal and written communication skills
  • High attention to detail
  • Intermediate Microsoft Office skills (Outlook, Excel, Word)
  • Experience using LogMeIn or TeamViewer
  • Experience using a CRM system, Salesforce knowledge is desirable
  • Legal, Conveyancing, Banking or Information Services industry experience 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