Customer Support Representative

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. We have multiple opportunities to join our talented team, whilst the role will be located in Brisbane, you will have the ability to work remotely 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 We Offer

• A vibrant, supportive and team-oriented culture, with regular team activities and social events.
• Hybrid work arrangement opportunity.
• A focus on professional development, with internal and external training and a $2000 professional development budget each year.
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our swag app.
• Opportunities for career advancement: we nurture our talent and provide career pathways across the business.
• WiT (Women in Technology) Membership: networking events, professional development, mentorship, WiT Award Program and more.

How To Apply Please submit an up-to-date resume outlining your suitability for the role. For any queries, please contact careers@axcelerate.com The way we recruit…

• Brief Phone Screen with a Human Success Representative
• Physical Interview at our Toowong office with our Operations Manager
• Reference Checks

We're looking for individuals who resonate with our values - H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, and bring a unique perspective to their work. We are 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.