Customer Support Analyst - L1 - Remote

Overview

As a Level 1 Client Support Analyst, your primary objective will be to provide outstanding first-level support to our clients, combining client-facing responsibilities with internal stakeholder collaboration.

In Short

• Actively cultivate relationships with our customers
• Proactively inform clients of any issues or potential problems
• Supporting our clients day-to-day
• Work in accordance with our SLA’s to meet our clients’ needs
• Support and follow the illion processes to delivery good client service.
• Contribute and collaborate in a security-first environment, prioritising data privacy in all interactions and processes.
• Promote and implement best practice service management across the support team and other business units.
• Contribute ideas to support continuous improvement.
• Role requires shift work; being able to work shifts between 07:30-19:30 Monday to Friday; and on-call roster on weekends and public holidays.

Requirements

• Experience in sales, support, or operations within business services or a related industry.
• Basic knowledge or understanding of SQL and coding.
• Knowledge of credit risk, cash flow, DSO, and debtor management.
• Familiarity with database concepts, Microsoft Office, and JIRA.
• Ability to analyse and diagnose issues. Great troubleshooting skills.
• Strong communication, problem-solving, and interpersonal skills.
• Attention to detail, process improvement, and teamwork.
• Self-motivation and a commitment to quality and customer service.

Benefits

• Flexibility and Remote Working Options
• Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
• Paid Parental Leave
• Novated Leasing and Corporate Discounts (ie. Health Insurance)
• Education Assistance and dedicated time for professional development as part of your role
• Free Employee Assistance Program