Support Officer

ReadyTech; City of Launceston; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Birthday day off

4 extra leave days per year

Hybrid work model

Flight and accommodation prizes

Parental leave top-up

Sonder platform access

Volunteer leave

Job summary

ReadyTech, ASX:RDY, is looking for a Support Officer to be the first point of contact for clients, delivering high-quality service by answering questions, resolving issues, and building strong relationships. You will handle inquiries, provide guidance on ReadyTech products, and document interactions in our CRM.

Role emphasizes proactive problem solving, collaboration with teams, and opportunities to identify potential sales through excellent customer service.

Qualifications

• Excellent verbal and written communication.
• Strong analytical and problem-solving ability.
• Great teamwork and collaboration.
• A self-starter who takes initiative.
• Strong attention to detail.
• Genuine customer service mindset like empathy, patience, and care.
• SQL / programming experience is a plus.

Responsibilities

• Provide friendly and efficient first-level support to clients.
• Prepare customised reporting and data in line with client requirements.
• Provide technical support to clients on how to use ReadyTech products.
• Identify product issues and communicate clear steps to resolve them.
• Log and document client interactions in our CRM/support ticketing system (e.g. Zendesk).
• Create, edit, and review knowledge base articles.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Teamwork

Initiative

Attention to detail

Customer service

SQL knowledge

Job description

ReadyTech (ASX:RDY) exists to help communities thrive, and ReadyTechers flourish on making that change happen. We take on challenges that matter to our customers, communities, and the world — solving them with technology that navigates complexity while delivering real outcomes. ReadyTechers are enterprising, hungry to make a difference, and ready for anything.

About the Role

As a Support Officer, you'll be the first point of contact for our clients, providing high-quality service by answering questions, resolving support issues, and building strong client relationships.

What You'll Do

• Provide friendly and efficient first-level support to clients
• Prepare customised reporting and data in line with client requirements
• Provide technical support to clients on how to use ReadyTech products
• Identify product issues and communicate clear steps to resolve them
• Log and document client interactions in our CRM/support ticketing system (e.g. Zendesk)
• Create, edit, and review knowledge base articles

ReadyTech (ASX:RDY) exists to help communities thrive, and ReadyTechers flourish on making that change happen. We take on challenges that matter to our customers, communities, and the world — solving them with technology that navigates complexity while delivering real outcomes. ReadyTechers are enterprising, hungry to make a difference, and ready for anything.

About the Role

As a Support Officer, you'll be the first point of contact for our clients, providing high-quality service by answering questions, resolving support issues, and building strong client relationships.

What You'll Do

• Provide friendly and efficient first-level support to clients
• Prepare customised reporting and data in line with client requirements
• Provide technical support to clients on how to use ReadyTech products
• Identify product issues and communicate clear steps to resolve them
• Log and document client interactions in our CRM/support ticketing system (e.g. Zendesk)
• Create, edit, and review knowledge base articles

What Success Looks Like

• High client satisfaction
• Efficient ticket resolution and fast first-reply times
• Sharp eye for identifying potential sales opportunities

What We're Looking For

Skills

• Excellent verbal and written communication
• Strong analytical and problem-solving ability
• Great teamwork and collaboration
• A self-starter who takes initiative
• Strong attention to detail
• Genuine customer service mindset like empathy, patience, and care
• SQL / programming experience is a plus

Knowledge

• Familiarity with the VET sector (advantageous)
• Exposure to student management system products (advantageous)

Experience

• Previous experience in a customer service role

Why you should become a ReadyTecher:

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTech Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas in Sydney
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Company top-up of Government parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• Volunteer leave
• And plenty of ReadyTech merch drops along the way!

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check.

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check.