Customer Support Officer

Locatrix; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

Locatrix in Mount Gravatt, Australia, seeks a warm, detail-driven Customer Success Administrator to be the first point of contact for customers and partners.

You will handle inquiries by phone and email, prepare quotes, support the sales team, manage records in HubSpot, and help drive service improvements in a fast-paced environment.

The role requires Australian work rights and a reliable vehicle; training in new software and strong communication are essential.

Qualifications

• 1-3 years in customer support or sales administration.
• Experience with quoting and admin tasks.
• Familiarity with CRM (HubSpot preferred) and ticketing systems.

Responsibilities

• Be the primary contact for customer and partner support via phone and email.
• Resolve enquiries using product knowledge, escalate when needed.

Skills

Customer support

Quoting

HubSpot CRM

CRM software

Attention to detail

Data accuracy

Communication skills

Team player

Tools

HubSpot CRM

Ticketing systems

Excel

Job description

Join our team as a confident and highly engaged professional committed to continuous learning and skill development. This is an excellent opportunity for a warm, detail-driven individual who is prepared to be challenged by change and thrives on adapting to an evolving, fast-paced environment.

About us

Join Locatrix, a purpose-driven tech company revolutionising indoor mapping and emergency preparedness. Our award-winning platform empowers first responders and facility/asset managers with life-saving spatial data. With over 1.4 billion square feet mapped and 465,000+ users, we're scaling rapidly across Australia and beyond.

As part of a rapidly-growing team based in Mount Gravatt, you'll be the first point of contact for our customers and a key support to our Customer Success and Account Executive team. If you're passionate about meaningful impact, cutting-edge technology, and working in a collaborative environment - Locatrix is where your skills can truly make a difference.

What You'll Do (Roles & Responsibilities)

• Be the primary point of contact for customer and partner support enquiries via phone, and our email ticketing platform.
• Resolve enquiries using our product knowledge base, escalating technical or complex issues to the right team.
• Prepare and issue accurate, timely quotes, tracking their progress and following up with customers.
• Respond to smaller sales and service enquiries, passing larger opportunities to our Account Executives.
• Flag upsell and cross-sell opportunities and help coordinate onboarding of new customers.
• Maintain accurate customer, ticket and quote records in HubSpot CRM and assist with reporting.
• Suggest improvements to our support, quoting and administration processes.

What We're Looking For

• A warm, patient communicator who builds rapport easily, listens well and genuinely enjoys helping people, paired with a meticulous eye for detail and pride in getting things right the first time.
• Strong administrative and organisational skills.
• Experience in customer service, with exposure to quoting or sales administration highly regarded.
• High attention to detail and data accuracy, with a methodical approach to following processes.
• Experience with a CRM (HubSpot preferred) and ticketing systems.
• A team player with a proactive, solution-focused mindset and a commitment to Locatrix values.
• Strong proficiency in Microsoft Office Suite (including Word, Excel, and PowerPoint) and data entry systems.
• Exceptional written and verbal communication skills.
• A commitment to learning new software platforms, processes and administrative governance.
• Prior administration and customer support experience (preferably 1-3 years).
• Australian work rights are required for this position.
• Reliable personal transportation (valid Driver's Licence and own vehicle required).

Our Values

• Openness with respect - Speaking and Listening / Everyone Matters
• Deliver exceptional value - Serve with Purpose / Understand What Customers Value
• Act with integrity - Transparent Communication / Accountability
• Value your team - Sharing Knowledge / Positive Team Dynamics / Recognition
• Continually improve - Learning and Development / Adaptability / ESG Responsibility
• Less fear, more heart - Empathy / Responsibility / Supportive Environment