Description:
About us
aXcelerate is a leading SaaS provider, with our Student and Learning Management System powering millions of learners’ course and competency records nationwide. As an industry leader, we’re on an exciting growth journey, transforming the way training providers and employers manage and support their learners.
Recognised as a Great Place to Work®, we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career, there’s never been a better time to join our team and help us shape the future of education technology.
The opportunity
As a Customer Support Representative you will provide first line technical support to our customers as part of our Support Centre based in our brand new Toowong office.
The role offers hybrid working arrangements with the ability to WFH up to 2 days per week.
Responsibilities
- Provide technical support to our customers by answering queries regarding our software via incoming calls and chats
- Manage and resolve customer inquiries and escalate where required
- Complete tasks within identified service standards
- Keep records of customer interactions, escalations and actions via Zendesk (Service Management System)
- Deliver high-quality customer service and professional communication
- Build strong customer relationships to enhance the customer experience
- Develop knowledge of the aXcelerate system
- Provide assistance to cross-functional team members by identify pain points our customers are facing
About you
- Motivated to work within an exciting SaaS space with a passion for customer service
- Able to acquire knowledge of software systems and support processes
- Effective interpersonal, verbal, and written communication skills
- Able to escalate issues and resolve problems in a timely manner
- Have experience in a customer-facing technical support role
- 1-2 years of customer service experience in a fast-paced environment
- Have a willingness to support colleagues and contribute to a positive, cooperative team atmosphere
- Ability to multitask and prioritize tasks effectively
What’s on offer
- A central location, close to public transport, cafes and shops, with free on-site parking available.
- Hybrid work arrangement opportunity (WFH up to 2 days per week).
- A vibrant, supportive and team-oriented culture, with regular team activities and social events.
- A focus on professional development and learning, with access to our LMS, external and internal training opportunities and your own personal annual PD budget.
- Access for you and your family to an Employee Assistance Program and resources.
- Cashback offers and discounts on popular brands through our Employment Hero app.
- Opportunities for career development with well defined career pathways across the business.
- Proud members of Women in Technology with access to networking events, professional development opportunities and resources.
How to apply
Please submit an up-to-date resume (preferably in pdf format) outlining your suitability for the role.
We’re looking for people who identify with our values – H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, while also bringing an individual perspective to their work. We’re committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.
If you require any reasonable adjustments during the application process, please let us know by emailing careers@axcelerate.com.