Partner Support Specialist

Role Overview

The Partner Support Specialist is critically important to ensuring that we deliver on our goal to be a highly responsive support organisation with a reputation for providing quality service to our partners and in turn, their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners. This includes any technical support, sales enquiries, marketing support, administration and other partner program related issues.

A key element of this role is responding to support tickets that our partners generate from email or via our Zoho (CRM) Help Desk system. It will also support our sales team to ensure the myprosperity platform is properly configured for important presales activities including the setup of partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.

This role would suit someone who has a strong background in customer service, that is looking to build a career in SaaS/ Tech support.

Please note this position is based in our office in Hawthorn, we offer hybrid working with 2 days a week in office required.

Responsibilities

• Effective and timely resolution of technical support issues via Helpdesk
• Manage and resolve all inbound partner admin, program and marketing enquiries.
• Qualify and handover any sales leads to the sales team.
• Develop trusted relationships with key partner contacts.
• Create and monitor Pro demo accounts for staff and partners.
• Work in an effective, supportive and positive manner with the account management and training teams
• Management and escalation of data feed issues, such as Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX.
• Contribute to the update of support content, FAQs and knowledge center
• Manage Marketing hub uploads, logins and other troubleshooting for partners.

Requirements

• At least 3 years experience in customer service and support roles
• Preferably hands-on domain experience in accounting or financial planning
• Strong communication and problem-solving skills
• Exceptional customer service mindset and approach
• Relationship management skills for engaging with internal and external stakeholders
• Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end users

Benefits

Benefits and Life at HUB24 Learn more about our employee benefits HERE. Check out why our people love working at HUB24! We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so.

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you.