Identity Verification Support Specialist

SEEK; Melbourne, Sydney; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

SEEK Pass is seeking a Customer Support Officer based in Sydney to help users verify qualifications and navigate the SEEK Pass experience. You’ll respond to inquiries by email, troubleshoot, and collaborate across Operations, Product and Engineering to improve help content.

You will bring empathy, accuracy and timely problem-solving in a fast-growing, privacy-conscious technology business that values customer outcomes.

Qualifications

• Experience in customer support or service, ideally through email, live chat, messaging or other digital channels.
• Strong written communication and the ability to make complex information easy to understand.
• A warm, calm and respectful approach — especially when a user is frustrated, worried or under pressure.
• Sound judgement: you know when to investigate independently, when to ask for help and when to elevate.
• A reliable, curious and adaptable mindset, with the initiative to learn new processes and products quickly.
• The ability to work accurately in a queue-based environment while managing competing priorities.

Responsabilités

• Respond to customer enquiries through email with clarity, empathy and care.
• Help customers navigate verification and troubleshoot issues across the SEEK Pass experience.
• Investigate issues using approved guidance and available tools, escalating when specialist support is needed.
• Manage a queue of work while balancing responsiveness, accuracy and customer impact.
• Recognise sensitive or urgent situations and follow the right escalation process.
• Capture recurring questions and customer insights so we can improve our product, processes and help content.
• Keep clear, useful records so customers and teammates receive consistent support.

Connaissances

Customer support experience

Written communication

Empathetic approach

Sound judgement

Curious/adaptable mindset

Queue management

Formation

Bachelor’s degree in a relevant field

Outils

Zendesk

Description du poste

SEEK Pass is seeking a Customer Support Officer based in Sydney to help users verify qualifications and navigate the SEEK Pass experience. You’ll respond to inquiries by email, troubleshoot, and collaborate across Operations, Product and Engineering to improve help content.

You will bring empathy, accuracy and timely problem-solving in a fast-growing, privacy-conscious technology business that values customer outcomes.