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Technical Customer Support Officer

Apply now Job No: 594913

  • Centrally located in the heart of CBD 

  • $71k + 10.5% super and other benefits 

  • Full-time permanent position 

RMIT Training is currently looking for a Technical Customer Support Officer to deliver high quality customer service and first line technical support associated with Informit products.  

 

About RMIT Training 

RMIT Training Pty Ltd is a company, owned by RMIT University, based in Melbourne, Australia. We provide a range of education solutions to students, academics and professionals in Melbourne and overseas. Our English Testing centre offers IELTS and PTE tests. We offer English language training with CELTA and Aviation English products. We deliver pathway programs that enable students to articulate into Bachelor programs at university; these include Foundation Studies and Academic English programs. 

 

About Informit 

Informit is a leading digital destination that connects people around the world to the latest specialist Australasian content. We empower publishers, universities, governments and organisations to advance their mission by accessing, publishing and sharing ideas that matter. 

Informit currently has four components to its portfolio: Informit Search, Informit Data, informit Media and Informit Managed Services. Informit has recently completed the process of migrating its products to a new cloud-based platform that will enable a greater level of product development and services opening new opportunities to the business.    

 

About the role 

The Technical Customer Support Officer is responsible for delivering high quality customer service and first line technical support associated with Informit products to customers via email and phone.  

This role requires a challenging balance of proactively maintaining customer relationships, providing timely frontline assistance and troubleshooting customer issues, processing orders and subscriptions and working closely with the Business Development team to identify appropriate upsell and cross-sell opportunities.  

In this role, you will contribute to the ideation and implementation of Informit customer retention strategies and activities by gaining insight and understanding of the customers perspective. 

For more information, please refer to the position description: Download File Technical Customer Support Officer - Position Description - February 2021.pdf 

 

About you 

To be successful in this role you will have:  

  • Extensive experience in a customer service focused role, preferably within a library, publishing or education setting 

  • Knowledge of library and information services industries, particularly with respect to journal subscriptions and management 

  • Excellent interpersonal and communication skills (including telephone)  

  • Well-developed interpersonal skills, including the ability to liaise with both internal and external clients from a variety of cultural backgrounds and organisational levels 

  • Proficiency in MS Office, databases, Google Apps, CRM systems and data entry 

  • Demonstrated efficient and effective administration, numeracy and organisational skills, including the ability to prioritise work and complete tasks within agreed deadlines 

  • Experience in working with the sale and support of digital products in an enterprise level 

  • Ability to work within a structured role whilst showing initiative and resourcefulness 

  • Solution focused approach with a proactive attitude to solving customer issues 

  • Experience troubleshooting technical issues 

  • Ability to identify areas of process improvement and suggest ideas and innovations 

  • Willingness to learn and keep skills and product knowledge up to date 

  • Ability to work as part of a team as well as independently 

  • Relevant tertiary qualification (desirable) 

 

Apply Now 

Submit your application (including your resume and a one page cover letter outlining your suitability for the role) by clicking Apply Now. Applications close Monday 15 March 2021 at 9am.   

 

For more information: 

  • Refer to the attached position description  

  • Email HR at applications.training@rmit.edu.au (Please note, applications will not be accepted via this email. To apply, click Apply Now). 

 

Our people are integral to the success of our Company. We are experienced professionals who are committed to providing the highest standard of service and support to our clients and colleagues.  

RMIT Training is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. At RMIT Training we offer a friendly, supportive and flexible working environment and culture with a range of employee benefits including access to health and wellbeing services and discounts, discounted travel, professional development opportunities and more. Applications are encouraged from all sectors of the community. 

 

 

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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