Client Support Officer - Get Hired Fast

Credability Systems is currently seeking an experienced and outcome-oriented Client Support Officer to join our Support Services Team. This is an opportunity to be part of a growing and constantly evolving company in a high-paced role. An ideal candidate must have prior experience in client support roles in SaaS or software companies.

The role is offered on a casual basis initially, with great potential to become permanent in the near future.

About Credability Systems

Credability Systems is a SaaS growing into a fintech with a focus on the rapidly growing National Disability Insurance Scheme (NDIS) market. As a software aggregator within the NDIS sector, we are at the forefront of innovation.

About the Role

As a Client Support Officer, you will play a pivotal role in delivering exceptional support to our clients. Acting as the primary point of contact, you'll adeptly handle client queries and issues, troubleshooting and providing timely resolutions or directing them to the appropriate support channels.

In addition to addressing client concerns, you'll engage in various activities such as escalating system issues, educating clients on software usage, gathering feedback for product enhancement, taking ownership of incidents, and ensuring prompt resolution of client issues.

Duties and Responsibilities 

Responsibilities will include but are not limited to: 

• Providing comprehensive support to clients via diverse communication channels (phone, email, video, chat).
• Conducting triage and troubleshooting to differentiate user issues from system bugs.
• Escalating system issues and ensuring follow-up client communication.
• Engaging with clients to elucidate the claiming process and NDIS flow.
• Collaborating closely with clients to understand their challenges and devise effective solutions.
• Actively participating in identifying areas for product improvement and communicating findings to internal teams.
• Assisting in developing and maintaining support and training documentation.
• Facilitating the onboarding process for new clients, including data management.
• Supporting Quality Assurance of new developments.
• Coordinating training sessions with a Software Trainer as needed.
• Undertaking additional assigned duties and projects as directed

Selection Criteria

To excel in this role, you should demonstrate:

• Exceptional client service skills with a proven track record of issue resolution.
• Possess a good understanding of software and SaaS Strong working knowledge of MS Office Suite and database management.
• Minimum two (2) years of experience in client service roles, preferably within SaaS, software companies, the disability-care Sector or plan management.
• Active listening skills and effective communication abilities.
• Ability to collaborate within a team environment.
• Self-motivation, enthusiasm for software and SaaS, and a commitment to continuous learning.
• Excellent time management and prioritization skills.
• Professional relationship-building skills.
• Ability to thrive in high-pressure environments.
• A mindset of continuous improvement.

Location & Hours

• Sydney - candidates must be available to work at our Sydney office on a hybrid working model.  
• Casual contract / 5 or 4 days a week - with great potential to become permanent in the near future.

Benefits

We offer a range of benefits including:

• Opportunity to be part of a growing and diverse business.
• Competitive salary package.
• Hybrid work arrangement to facilitate work-life balance.
• Modern office located in the heart of Sydney CBD.
• Exposure to exciting and rewarding projects.
• Access to ongoing learning and development opportunities. 

How to apply

For further information about Credability Systems, please visit our website at www.credsys.com.au. 

If you believe you're a suitable candidate for this role, please apply now.

Please note that the role requires satisfactory completion of a National Police Records Check, and candidates must have the right to work in Australia. 

While there's no application closing date, interviews may be conducted as applications are received. Only successful applicants will be contacted.  

We kindly request no agency inquiries or submissions.