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16

April

Support Consultant

Acendre - Tanjil Bren, VIC

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

Company Profile

Acendre pioneered online talent management in Australia in 1997 and has grown to become an international leader in the market. Acendre’s mission is to help organisations recruit, engage, and develop their people. Our goal is to delight our customers with high-quality SaaS products that deliver these essential human capital capabilities. Through the use of advanced analytics, we provide our customers data-driven insights that enable them to optimise their people processes and their overall effectiveness. We believe that talent management technology - underpinned by people-centric analytics - is fundamental to enabling high organisational performance.

Otto Berkes is Acendre’s Chief Executive Officer. Otto has an extensive background in innovation including co-founding Xbox, leading the development of DirectX graphics, and building HBO’s streaming services. He and the Acendre team are passionate about the power of innovation and the opportunity to provide organisations fundamentally better ways to realize the full potential of their most critical resource: their people.

Acendre is backed by Strattam Capital who invests in established companies with high-quality products and services across three IT business market segments: enterprise software, digital infrastructure, and technology-enabled services.

About the Position:

The Acendre Support Team is an integral part of our customer experience blueprint, the first line of contact for issues, guidance, and advice. As the Company focuses on growth and as our client base expands, the support team needs a leader to help them continue to deliver exceptional customer service to a large and diverse client base.

We help large organisations take on a pressing problem - “How can we get the most out of our workforce?” We are a passionate team who take pride in our work. We put the customer first and do what it takes to see them succeed. Acendre's Support Consultants are responsible for working within the support team to problem-solve issues affecting the customer experience. This is an excellent opportunity for someone who wants to step into a key role and make it their own.

Your responsibilities will include the following:

  • Work in the Support team to achieve customer and internal objectives around SLA achievement and customer satisfaction.
  • Problem solving of issues that affect the customer experience with the system.
  • Develop an understanding of customer’s business, processes, and system outcomes to drive investment in their system.
  • Develop strong relationships between system super users to become a trusted advisor and consultant.
  • Develop and maintain strong relationships with Engineering teams to ensure valuable triage
  • Input to weekly, monthly and quarterly statistical reporting on operational support team transactions.
  • Input to weekly qualitative reporting to assist the Client Success Team in proactively addressing client needs
  • Ensure data quality of information and adherence to privacy and sensitive data regulations.
  • Input expertise to the support team to regularly review team operating processes in order to drive higher efficiencies and higher levels of customer satisfaction.

About You

You are passionate and driven to do what it takes to succeed. You will not let a problem go until it’s fully resolved. Your commitment to customer satisfaction is part of who you are.

You love technology. You don’t wait for someone to show you how something works, you roll up your sleeves and work it out. You want to impart the knowledge and experience you have gained to your team, resulting in exceptional customer satisfaction ratings.

If you can see a way to do things better, you get on and make the change. You work with your peers and cross-functional teams to streamline workflow – all with a focus on making our customer’s lives better.

Qualifications

  • Strong customer-focused attitude
  • Keen interest in technology
  • Some experience in a Help Desk consultant position within a SaaS environment is a plus
  • Undergraduate Degree strongly preferred
  • Experience in an HR function beneficial

What’s on Offer? (when the world returns to ‘normal’)

  • Great location next door to Victoria Gardens Shopping Centre - close to public transport, pubs, and restaurants!
  • Flexible work arrangements
  • Shower and locker-room facilities
  • Nearby gyms and bike-trails
  • Birthday day-off
  • Robust paid time-off
  • Regular free-for-all-Friday day off
  • Team ship-it celebrations
  • Discounts on products and services through our third-party partners

Compensation

A competitive compensation package will include a base salary, incentive plan, benefits, and the potential for bonus.

Equal Opportunity Employer

Acendre is an equal opportunity employer and values diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

**Visa sponsorship is not available for this role**

Tanjil Bren, VIC

Customer Service & Call Centre




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