Customer Experience Support Consultant

ReadyTech; Melbourne; Hybrid; AUD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that empowers communities through innovative software solutions. As a key member of the team, you will provide exceptional first-level support, ensuring customer satisfaction while managing diverse tasks efficiently. This dynamic role offers growth opportunities and a supportive environment where your contributions matter. Enjoy a hybrid work model, additional leave days, and unique perks like a day off for your birthday. If you're ready to make a difference and thrive in a collaborative setting, this is the perfect opportunity for you.

Benefits

Birthday Leave

Additional 4 Days Leave

Quarterly Awards

Hybrid Work Model

Access to Health Platform

Paid Parental Leave

Volunteer Leave

ReadyTech Merchandise

Qualifications

• Strong analytical and problem-solving skills with a focus on customer service.
• Excellent communication and organizational skills to manage multiple tasks.

Responsibilities

• Provide first-level support to clients and maintain strong relationships.
• Deliver customized reporting and assist with documentation related to service activities.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Customer Service Focus

Attention to Detail

Organizational Skills

Negotiation Skills

Multitasking Ability

Microsoft Office Suite

Job description

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop, and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything.

We’re an ASX-listed company, which means we are stable, have a strong track record of sustainable growth, and have a significant number of long-term customers. What does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and offer numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we collaborate to solve problems that really matter to our customers, and where we stay focused on our north star – the communities we serve and society at large.

The key accountabilities of the role:

1. Customer satisfaction
2. Average resolution time
3. Completing tickets within SLA
4. % of calls serviced

The key responsibilities of the role:

1. Providing friendly and efficient first-level support to clients
2. Providing customized reporting and data in line with client requirements
3. Building strong internal and external relationships with stakeholders through professional, courteous, and timely interactions
4. Delivering the best possible results for customers and ReadyTech
5. Escalating higher-level support items
6. Identifying complex issues, such as bugs and product improvement suggestions
7. Providing support with Portland and Customer Center queries
8. Assisting with the processing and maintenance of documentation related to service activities
9. Inputting and maintaining data records to track data, organize, and support communications to stakeholders

The key requirements for the role:

1. Good analytical and problem-solving skills
2. Excellent communication skills with a customer service focus
3. High computer literacy skills
4. High attention to detail
5. Ability to prioritize workload and multitask
6. Ability to meet deadlines and follow directions
7. Outstanding administrative and organizational skills
8. Negotiation and objection handling skills
9. Strong computer literacy with knowledge of Microsoft Office Suite
10. Experience in a customer-focused role
11. A can-do attitude

Why you should become a ReadyTecher:

1. A day off for your birthday – hip hip hooray!
2. Additional 4 days of leave each year
3. Quarterly ReadyTecher Awards with chances to win flights and accommodation to Hamilton Island
4. Hybrid work model, with in-house baristas via the Ready Beans team
5. Access to Sonder, a platform supported by health and safety experts, available 24/7
6. Paid parental leave
7. Additional paid leave for miscarriage, endometriosis, and menopause
8. Volunteer leave
9. Plenty of ReadyTech merchandise drops

ReadyTech is committed to diversity and inclusion, investing in relationships built on positivity, fairness, and empathy. We are proud to be an equal opportunity employer, celebrating diversity across race, beliefs, sexual orientations, gender identities, age, disability, marital status, and more. Everyone should feel they belong.

In line with Australian regulations and our commitment to safety, if selected, you will be required to complete a police check and a work rights check. If you have questions about these requirements, please contact us.

So, if you are ready for anything, please apply today. Note that progressing applicants will be asked to complete tests, which help us identify potential ReadyTechers!