Customer Support Consultant

Citation Group ??; Sydney; On-site; AUD 55,000 - 73,000; Full time

Job summary

Citation Group is seeking a Customer Support Advisor to assist HR platform users. You’ll be the calm voice handling calls and tickets, guiding clients through fixes and escalating when needed, while building product knowledge to reduce repeat questions.

We value clear communication, a customer-first mindset, and the ability to manage a busy workload. Experience with Zendesk is a plus in our collaborative, growth-focused environment.

Qualifications

• Experience in a customer support or client-facing service role.
• Clear, confident written and verbal communication.
• The ability to prioritise a busy workload without dropping the ball.
• A curious, solutions-focused mindset — you look for the "why", not just the fix.

Responsibilities

• Answer client calls and support tickets promptly, aiming to sort things out in one go.
• Troubleshoot everyday platform issues and walk clients through simple fixes.
• Recognise when something needs a specialist and hand it off cleanly, keeping the client in the loop.
• Help clients get comfortable with the platform so the same question doesn't come back around.
• Contribute to our knowledge base so clients — and the team — can solve things faster next time.

Skills

Customer-oriented

Clear written and verbal communication

Prioritise workload

Curious problem-solver

Tools

Zendesk

Job description

When a client's stuck on their HR platform, you're the calm, friendly voice who gets them sorted.

Why you'll love this role:

• You'll be the first point of contact clients turn to, every single day
• No two calls are the same — you'll solve something different every time
• You'll build real product knowledge that opens doors as you grow

What you’ll be responsible for

You'll join our Customer Support team, supporting enableHR and Citation HR customers day to day. In this role, you'll:

• Answer client calls and support tickets promptly, aiming to sort things out in one go
• Troubleshoot everyday platform issues and walk clients through simple fixes
• Recognise when something needs a specialist and hand it off cleanly, keeping the client in the loop
• Help clients get comfortable with the platform so the same question doesn't come back around
• Contribute to our knowledge base so clients — and the team — can solve things faster next time

Who we’re looking for

You don't need years of technical experience — you need a genuine drive to help people and get to the bottom of a problem.

You'll bring:

• Experience in a customer support or client-facing service role
• Clear, confident written and verbal communication
• The ability to prioritise a busy workload without dropping the ball
• A curious, solutions-focused mindset — you look for the "why", not just the fix

Bonus points if you have:

• Some exposure to HR, payroll or SaaS platforms
• Experience with Zendesk or a similar helpdesk/CRM system

Why Citation Group?

We’re not your average employer — we’ve been named an Employer of Choice for 9 years running, and we’re proud of the culture that earned us that. Here’s what you can actually expect:

Flexible working, genuinely. We’re big on work/life harmony, not just the buzzword.

Competitive salary + benefits.

Parental leave up to 16 weeks paid — because family comes first.

Birthday leave because nobody should work on their birthday. Full stop.

Volunteer day leave to give back to causes you care about.

Reward & recognition that goes big — yes, including trips to Bali. Just sayin’.

Great offices designed for collaboration, creativity and great work.

Real growth we’re in a major growth phase, tripling in size through organic growth and acquisitions. Your ceiling is high.

Trusted, not managed we hire grown-ups and trust them to get stuff done. No micromanagement.

About Citation Group

At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology — helping businesses run with confidence every day.

We’re growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. Backed by a UK-based Private Equity parent, we’re on track to triple the size of the business over the next few years — and we want brilliant people along for the ride.

Find out more at www.citationgroup.com.au

Citation Group is an equal opportunity employer and welcomes applications from people of all backgrounds. If you need any adjustments made during the recruitment process, let us know.