We are seeking a permanent part-time Applications Support Officer 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 position is 3 days a week (45.6 hours per fortnight) in a hybrid working model, based in Melbourne. (Full time may be considered)

The position provides an opportunity for you to leverage your experience and skills in a dynamic helpdesk environment to make a difference in the lives of front-line workers at community service organisations by helping them to use our software products more effectively and support them to resolve any issues they encounter.

With a strong emphasis on outstanding customer service and a methodical approach to investigation and problem solving, as well as the ability to work collaboratively with customers and Infoxchange teams to resolve issues efficiently and with high level of customer satisfaction. Where you are unable to resolve the issue, you will document and escalate to specialist Level 2 teams.

The position will suit an experienced helpdesk or customer service professional that can work as part of a diverse team, can serve customers with a smile, and the tenacity to get to the heart of the issue. You will work with a team that is responsible for providing level 1 helpdesk support via phone, email, and self-service. We operate between 8:30am and 6pm Monday - Friday, except Australian National Public holidays.

Key duties and responsibilities

• Day to day support of Infoxchange products, supporting customers across Australia using our systems and applications
• A significant proportion of the role is supporting our client and case management system (SaaS) support
• Proactive and timely responses to customer calls, incoming tickets and actively follow up on requests
• Assist customers to perform troubleshooting activities in real time over the phone
• Collaborate with other team members and Infoxchange staff to achieve team, and organisational goals
• Work within data controls, privacy, and confidentiality policies
• Track reported issues and monitor work in your name to ensure that incidents don't stall
• Investigate, question and accurately document issues that customers report
• Proactive input, maintenance and development of team processes
• A positive contribution to the team by supporting others and contributing ideas in line with Infoxchange values
• Supporting other Infoxchange activities including current projects as required
• Manage your time to be able to respond and resolve issues at level 1 support, and document and escalate issues where required

Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

Qualifications and Specialist Expertise

1. Experience in a (SaaS) Software as a Service support environment
2. Knowledge of the community sector or data collections such as SHS, DSS DEX, or VADC is highly desirable
3. Experience in delivering high quality customer service within target SLA’s

Skills and Capabilities

1. Outstanding customer service skills
2. Experience working within SLAs and target timeframes
3. Experience using ticketing systems
4. Professional phone manner, including ability to step people through problems
5. Strong analytic, problem-solving skills and attention to detail with a genuine enthusiasm for solving challenging problems
6. Highly motivated, responsible, and able to manage a varying workload independently and responsibly
7. Strong computer skills relevant to day-to-day activities such as MS Office and a willingness to learn new software systems and skills
8. Demonstrated ability to learn new systems
9. Must be able to work set hours between 8:30am and 6:00pm AEST

What we offer

• A pro-rata base salary of $70k 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 is a not-for-profit social enterprise that has been delivering technology for social justice for over 35 years. With 160 people across Australia, 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 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And 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.

Read more about Infoxchange in our annual report at https://2023.infoxchange.org/

Infoxchange 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 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.