Myob
Customer Support Representative
To liberate accountants by halving the time you spend on compliance and admin.
Customer Support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Myob
MYOB (meaning mind your own business) is an Australian multinational corporation that provides tax, accounting and other business services software to small and medium businesses.
About the role
Hi! And thanks for stopping by! We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place. We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.
About the Team This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.
The opportunity You'll be the first point of contact with our customers, providing answers to common questions and triaging more complicated ones to the wider team.
Are you proactive and love a challenge? Do you enjoy problem solving and providing excellent client service? Join our support team and provide timely, efficient, and accurate support for our customers’ queries and requests regarding our MYOB Advanced product.
The Role You will receive calls and emails from our customers and accredited Business Partners and provide friendly, high-quality support to them while triaging complicated cases for the wider team. We will provide you with full training, mentorship, and support to enable you to:
- Deliver high-quality support to customers in a timely and accurate manner.
- Adhere to KPIs, including average ticket handling times and quality monitoring.
- Maximize revenue and leads by promoting MYOB products and services at all appropriate opportunities.
What you will bring · Flexibility, prioritisation and time management skills and the ability to multi skill and multitask · A collaborative mindset and ability to work with colleagues remotely · Strong communication skills both written and verbal · Highly customer focused with an attention to detail · Basic understanding of accounting processes preferred but not essential
· Understanding of IT (networking, Windows, installation of software, operating systems, server environments) desirableERP and NZ/AU payroll domain knowledge desirable
Most importantly, you must be empathetic to our customers’ needs - using initiative and your superb communication skills to identify and satisfy their requirements.
What you'll be responsible for
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Complaints Resolution
Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
Skills you'll need
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Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.