Customer Support Pro - Calm Troubleshooter & Growth-Ready

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

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.