Customer Support Officer

We are seeking an enthusiastic and motivated Customer Support Officer (technical) to bring to life Infoxchange’s mission of Technology for Social Justice.

Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

This role is available on either a permanent full or part-time basis, based in our Adelaide office (we are a flexible workplace).

About the role

Reporting to the Head of Connecting Up, the Customer Support Officer will be responsible for:

• Timely and professional handling of customer inquiries via phone, email, and chat.
• Assist customers in finding products and services that meet their needs by guiding them through the available options.
• Providing pre- and post-sales support to customers by identifying, troubleshooting, and resolving any issues related to our products and services.
• Help customers navigate through available products and services to meet their requirements.
• Collaborating with cross-functional teams to resolve customer issues and improve overall customer satisfaction.
• Maintaining accurate and up-to-date records of customer interactions in our approved systems.
• Continuously improving your knowledge of our products and services to provide better support to customers.
• Vetting not-for-profit customers according to specific criteria.
• Supporting and contributing to the review of existing programs and the design, development, and implementation of new products and services.
• Liaising with staff, managers, and other stakeholders to achieve team goals and objectives.
• Generating leads for Connecting Up/Tech Soup New Zealand programs and services.
• Adhering to all relevant SLAs, policies, and procedures.

About you

• Demonstrated experience in providing customer support through phone, email, and chat channels.
• Have a good technical understanding of technology and are comfortable discussing technology products and services.
• Experience maintaining accurate customer records and proficiency in office software, email, and internet usage.
• Proven ability to identify, analyse, and document customer requirements using various techniques.
• Excellent communication skills both in written and verbal form.
• High level of organisation, self-motivation, and fast learning abilities.
• Adherence to policies and procedures.
• Strong attention to detail.
• Must possess valid full working rights in Australia.

What we offer

• A base salary of $65k plus superannuation and 17.5% annual leave loading.
• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au).
• Other additional benefits.

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

• Flexible work arrangements (including hybrid working)
• Additional leave provisions (paid parental leave supplement, annual leave loading)
• Health & wellbeing program
• Benefits for new parents
• Great learning and development opportunities
• Employee reward and recognition program
• Carbon neutral offices

Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange Group is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With over 180 staff across Australia and New Zealand, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government and corporate partners to solve issues around homelessness, family violence, mental health and disability, as well as supporting Indigenous communities, women, youth and families.

Our products and services, are used by over 25,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nationwide service coordination systems to IT advice for individual organisations.

Through our work in digital inclusion and social innovation, we use technology to empower people experiencing disadvantage, driving social inclusion and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Infoxchange Group is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2023 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.