Junior Customer Service Consultant

Summary

Join Caseware Australia as a Junior Customer Service Consultant and provide top-notch support to clients. You will solve problems, lead knowledge sharing, and streamline customer experiences. This full-time, remote position (for Australian residents) offers a chance to impact a leading software company. Responsibilities include customer service via phone, email, and web tools; managing training; recording support cases; providing product feedback; and participating in IT projects. The ideal candidate possesses excellent problem-solving and communication skills, the ability to work independently and as part of a team, and strong multitasking abilities. Caseware offers a collaborative culture, flexible work options, competitive compensation, comprehensive benefits, and opportunities for career growth.

Requirements

• Excellent problem solving or troubleshooting skills
• Ability to work independently – recognising and setting priorities
• Excellent interpersonal skills
• Ability to work as part of a team
• Ability to multi-task
• Strong verbal and written communication skills. Able to communicate clearly with customers and internal staff and negotiate an equitable solution to issues

Responsibilities

• Problem solving, when clients reach out asking for assistance
• Knowledge leadership, when we are asked for help, we provide the best answer in line with our best practice recommendations
• Streamlining our customer’s experience when reaching out to us. We should be their point of contact for the majority of requests they may have
• Training administration and management, making sure attendees to our courses are booked in and correctly set up
• Customer service, using phone, email and web tools (TeamViewer) to investigate and resolve customer problems
• Provide timely and accurate responses to customer needs
• Ensure customers are kept advised of case progression and urgent problems are attended to promptly
• Record all support cases in the company support database
• Coordinating training courses and ensuring material reaches the correct people in a timely manner
• Provide feedback on product improvements and enhancements
• Preparation and publication of relevant FAQs on the Online Knowledge Base
• Testing of software
• Escalate issues to Canada, as required
• Participate in IT projects for process improvement
• Proactively engage customers to improve use of Caseware solutions and increase satisfaction
• Facilitate and process customer transactions such as additional license requests (incl license reductions) and training bookings

Benefits

• Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions
• We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team
• Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance
• We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans
• We are driven by impactful work . Your contributions directly affect how our clients manage financial processes and drive their success
• Recognition and rewards matter to us . We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth
• We embrace global opportunities . Work on international projects and collaborate with a diverse, global team