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Product Support Specialist

Avocado Consulting - Sydney, NSW

Source: uWorkin


  • IT & Telecomms
  • Help Desk / Support
  • Sydney
  • Contract or Temp
  • Fast Growing FinTech
  • Sydney CBD location (WFH Options)
  • Permanent Contract Role - Immediate Start

At Avocado we truly believe there is no limit to our clients and consultants potential. Our professional services and tailored IT solutions help organisations to optimise, accelerate and transform their IT to increase productivity, reduce costs and deliver exceptional customer experiences.

We are looking for a Product Support Level 1 specialist to provide support and troubleshoot users of a financial advice software platform, as well as train them to maximise use of the functionality. You will become a product champion, knowing the ins and outs of the platform's functionality, capability and feature release roadmap

  • Support a growing network of financial advisers, their support staff, and other associated users.
  • Provide 1st level technical and how-to support for queries raised through phone calls, emails and online chats.
  • Escalate complex queries to our 2nd level team members with the required level of detail, setting appropriate client expectations. Follow internal processes ensuring ongoing communication with client and 2nd level support when appropriate.
  • Understand customer and vendor agreements, ensuring all tasks are performed within Grade Of Service (GOS) and Service Level Agreement (SLAs) targets.
  • Suggest improvements to our processes, including through increasing automation and building greater efficiency.
  • Attend and contribute to regular team & WIP meetings.
  • Assist with irregular tasks that may be needed from time to time.
  • Take part in testing where requested (e.g. major/minor releases, client UAT/SAT). Be a platform champion, and be across new feature releases, bug fixes and response times.
  • Log and facilitate customer feedback (bugs or enhancements).
  • Provide key learnings & findings to improve the support process, and application and customer support experience.
  • Develop a clear understanding of the business - vision, key drivers and core values. Understand SaaS agreements; terms of use, support and licensing of 3rd Party data & apps.
  • Manage emails, file notes, documents, client records, forms, calendar appointments, workflows & task.
Previous Experience
  • Ability to troubleshoot, guide users in a service / help desk environment
  • Ability to calm and appropriately handle frustrated users
  • Ability to work under pressure
  • Fast learner (especially when it comes to technology) and fast worker
  • Ability to work in an autonomous environment, and ‘own the role’
  • Likes variety and can project manage multiple tasks & workflows at once
  • Can create and follow systems effectively, with an innovative approach
  • Ability to build and maintain relationships with peers and customers
  • Positive attitude and mindset
  • Passionate about what you do
  • 2+ years Help Desk and Product Support experience
  • Diploma Financial Planning (DFP) - beneficial
  • Any experience supporting or as a user of financial planning or similar software is preferred
  • Relevant financial industry or technology qualifications are desirable, such as the Diploma of Financial Planning (DFP)
  • Familiarity with Financial Planning software
  • Understanding of the financial services industry and advice process
  • Understanding of cloud-based SaaS (‘Software as a Service’)