Customer Support Officer

Locatrix; Gold Coast City; Presencial; AUD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Locatrix, Brisbane-based developer of safety and evacuation software, is hiring a customer success administrator to be the first line of contact for hospitals, airports and universities using our platform.

You will handle inquiries by phone and email, manage quotes, assist with smaller sales requests, coordinate onboarding and keep our CRM data clean. The role suits a proactive communicator who thrives in a growing tech company.

Formación

• 1-3 years' experience in customer support and admin.
• Experience with a CRM and ticketing system.
• Exposure to quoting or sales admin is highly regarded.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office.

Responsabilidades

• Be the go-to for customers, answer inquiries by phone and email, triaging issues.
• Own the quoting process: prepare quotes and follow up with customers.
• Support sales by handling smaller requests and flag upsell opportunities.
• Welcome new customers and coordinate onboarding.
• Keep data clean in the CRM and assist with reporting.
• Suggest improvements to how we handle support, quoting and admin.

Conocimientos

Customer support

Administration

HubSpot CRM

Quoting

Sales administration

Microsoft Office

Herramientas

HubSpot

Descripción del empleo

Help keep people safe, one customer conversation at a time.

When a hospital, airport or university needs help with our software, whether that is a quick product question or a tricky technical issue, you'll be the first person they talk to. At Locatrix, our platform helps facility managers, building owners and fire safety providers create evacuation diagrams, manage emergency plans, train their staff and keep their sites compliant. Great product support makes sure they get the most out of it.

About Locatrix

Our mission is to keep people safe in buildings by enabling easy capture and sharing of critical building information for public safety professionals.

Our vision is a world where every indoor space is safer, smarter and easier to navigate.

We're an award-winning Australian tech company focused on indoor mapping and emergency preparedness. More than 185 million square metres have been mapped using our software, our platform supports over 465,000 users, and we're growing fast across Australia and beyond.

You'll join a friendly, close-knit team in Brisbane working alongside our Customer Success and Account Executive team.

What you'll do

• Be the go-to person for our customers and partners. You'll answer enquiries by phone and through our email ticketing system, sorting most of them yourself with help from our knowledge base and passing the tricky technical ones to the right people.
• Own the quoting process. You'll prepare accurate quotes, track them and follow up with customers so nothing slips through.
• Support sales. You'll handle smaller sales and service requests, pass bigger opportunities to our Account Executives, and flag chances to upsell or cross-sell.
• Welcome new customers. You'll help coordinate onboarding so customers get off to a great start.
• Keep our data clean. You'll keep customer, ticket and quote records up to date in HubSpot and help with reporting.
• Make things better. You'll suggest ways to improve how we handle support, quoting and admin.

You'll thrive here if you

• Enjoy helping people, build rapport easily and stay calm and patient, even with a tricky enquiry
• See yourself as a proactive partner to customers, not just someone who answers tickets
• Take pride in getting the details right the first time
• Like a structured, organised way of working, but can adapt when priorities shift (and in a growing company, they do)
• Are always keen to learn, whether that's a new system, a better process or a new product
• Bring a can-do, solution-focused attitude to the team.

What you'll bring

• 1-3 years' experience in customer support and administration
• Experience with a CRM and ticketing system (HubSpot is a bonus)
• Exposure to quoting or sales administration (highly regarded)
• Excellent written and verbal communication skills
• Confidence with Microsoft Office, especially Excel, Word and PowerPoint
• A current driver's licence and your own vehicle

What we stand for

Our six values shape how we treat our customers and each other:

• Openness with respect: Everyone has the right to be heard, and everyone matters, whatever their role, race, gender or age. We listen actively and think before we speak.
• Deliver exceptional value: We're proactive partners to our customers, not passive participants. We listen, anticipate their needs and act, because no customers = no Locatrix. When our customers win, we all win.
• Act with integrity: We communicate clearly and openly, and we own our actions and decisions as individuals and as a team. No excuses.
• Value your team: We share what we know, back each other up and celebrate wins together. It's about "we", not "me".
• Continually improve: We keep learning, embrace change and make the most of each person's strengths. We also think about our environmental, social and governance responsibilities in everything we do.
• Less fear, more heart: We stay humble and curious, have the courage to own our actions, and when we fail, we learn and find solutions together.