Experienced Customer Service Consultant – Complex Technical Support and Account Management

At arenaflex, we're reimagining a simpler, more automated world for our customers through innovation and technology leadership. As a leading provider of integrated platforms, technology, and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers, and their clients, we empower better financial futures, together. Our vision is to make processing and data connection painless and simplify complex customer problems. We're seeking an experienced and passionate Customer Service Consultant to join our team and be the first point of contact and escalation point for established clients, with a focus on complex and technical issues relating to using the arenaflex suite of products/platforms. As a key member of our customer support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and driving business growth.

Responsibilities:

* Provide software application support and problem resolution for users of the various arenaflex platforms, ensuring timely and effective issue resolution

• Answer and log customer enquiries received via phone, email, and other channels, demonstrating excellent written and oral communication skills
• Assist entry-level and intermediate customer service consultants with troubleshooting complex customer queries, sharing your expertise and knowledge to drive team success
• Collaborate with the development team to identify and analyze requirements for new features and enhancements, providing subject matter expertise and insights to inform product development
• Participate in testing and act as a point of reference for new software features as part of the regular release cycles, ensuring seamless integration and minimal disruption to customers
• Review customer requests and feedback periodically with Team Leaders to identify and act on opportunities for improvement, driving continuous process refinement and enhancement
• Assist with the technical aspects of Corporate Actions and the annual Tax Statement Projects, applying your technical expertise to drive successful project outcomes
• Monitor industry and legislative changes in order to ensure such changes are implemented and supported in a timely and satisfactory manner, staying up-to-date with the latest developments and trends

Requirements:

* A formal degree or certificate qualification in accounting, with a strong understanding of Australian Superannuation and Trust legislation and practice

• SMSF experience is highly desirable, with a proven track record of delivering exceptional customer experiences in a help desk environment
• CPA or CA qualifications are highly valued, demonstrating a commitment to ongoing professional development and excellence
• Experience working in the accounting SMSF industry and/or help desk environment, with a strong understanding of the complexities and nuances of this sector
• Experience with the arenaflex suite of platforms (Class Super, Class Trust, NowInfinity) is essential, with a deep understanding of the features, functionality, and technical requirements of these systems
• Excellent written and oral communication skills, with the ability to communicate complex technical information in a clear and concise manner
• Ability to troubleshoot issues and determine resolutions to complex technical problems, with a strong analytical mindset and problem-solving skills
• Knowledge of Australian Superannuation and Trust legislation and practice is desirable, with a strong understanding of the regulatory environment and compliance requirements

Additional Information:

* This role is an excellent opportunity for an ex-Accountant who wants to move into a Customer Service role but still use their Accounting skills, or for those passionate about Accounting and looking to transition into a fintech business

• At arenaflex, we're 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

Benefits and Life at arenaflex:

* Learn more about our employee benefits and why arenaflex is a great place to work

• Check out why our people love working at arenaflex, with a focus on innovation, collaboration, and customer satisfaction
• 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

The Recruitment Process:

* Acknowledgement email once your application has been submitted

• Our Talent team will start reviewing your application, with a focus on identifying the most suitable candidates for the role
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role and answer any questions you may have
• Interviews can happen virtually or face-to-face with the hiring manager, or other members of the broader team, depending on the role and your preferences
• Communication of outcomes to successful and unsuccessful candidates, with feedback provided to help you grow and develop in your career

Why arenaflex?

* We're a leading provider of integrated platforms, technology, and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers, and their clients

• We empower better financial futures, together, with a focus on innovation, collaboration, and customer satisfaction
• We're 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

Apply Now:

If you're passionate about delivering exceptional customer experiences, resolving technical issues, and driving business growth, we'd love to hear from you. Apply now to join our team and be a part of the arenaflex journey. Apply for this job