About

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: We are looking for a customer‑focused support consultant to be the first point of contact for clients using the Class/ NowInfinity suite of products. In this role, you’ll troubleshoot platform issues, respond to enquiries across phone, email and chat, and help clients get the most out of our technology. You will work closely with senior team members to resolve complex cases, contribute to knowledge‑base and training materials, and stay across new product features and releases. If you enjoy problem‑solving, learning new systems and delivering exceptional customer experiences, this is a great opportunity to grow your career in a supportive, fast‑paced team. Responsibilities: Provide software application support and problem resolution for users of the platform within Service Level Agreements. Answer and log customer enquiries received via phone, email, and other channels, in a timely manner. Troubleshoot, analyse and identify software-related issues, and propose solutions. Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required. Maintain customer relationships and provide exceptional customer experience regarding the effective use of the platform. Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes. Participate in testing during the regular software release cycles. Be up to date with the features of the platform and how they are applied in typical business processes through internal and external training, documentation and other resources. Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process. Review customer requests and feedback periodically with Team Leader and/or Customer Service Manager to identify and act on opportunities for improvement. Provide ongoing support to internal stakeholders, when required. Requirements: Essential Ability to work in a fast-paced environment Excellent written and oral communication skills Ability to listen and ask probing questions to understand customer concerns Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members and other stakeholders Desirable Experience in working in the accounting industry and / or help desk environment Familiarity with ATO tax lodgements and ASIC requirements for company registration and ongoing corporate requirements Knowledge of Australian Trust and Superannuation legislation and practice Formal degreecertificate qualification in Accounting or Information Technology very highly regarded. The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. *As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative 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 HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange.