Applications Support Officer

Join Infoxchange and help bring our mission of Technology for Social Justice to life. This full-time, fixed term (8month) role, commencing midAugust, is based in Melbourne and offers the opportunity to make a real impact, with potential for extension subject to business requirements.

A bit about us

Infoxchange is a leading not-for-profit social enterprise that has been delivering technology for social justice for over 35 years.

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, disability as well as supporting families, women and young people, and First Nations communities.

Our products and services are used by 38,000+ community and government services. We provide the right tools to improve efficiency and deliver greater impact. 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.

We are Australia's leading technology not-for-profit dedicated to using digital tools and systems to improve the lives of people experiencing disadvantage and the organisations that support them.

Our culture

Our Values - Commitment, Inclusion, Collaboration, Innovation and Accountability, are our core beliefs and act as our guiding principles, in alignment with 'The IX Way'. They provide us with purpose and direction and set the tone for our everyday interactions with each other, our customers, our partners and our wider stakeholders.

We're proud to beGreat Place to Work certified for the second year in a row.

At Infoxchange we are dedicated to fostering an inclusive, fair, and supportive environment where everyone can authentically be themselves. Over 95% of our employees agree that we treat everyone fairly, regardless of sexual orientation, race, or gender, and believe that diversity and respect are fundamental to our core values.

About the role

The role 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.

The role places a strong importance 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 staff 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 role 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, reporting to the Team Leader - Applications Support. We operate between 8:30am and 6pm Mon-Fri, except Australian National Public holidays.

The impact that we have with our customers is what we live for. While we may be a vendor that delivers a software solution, what we really are is a purpose driven organisation that provides long-term service to our customers to enable them to increase the impact and effectiveness of the work they do to support the most vulnerable members of our community.

What You Will Be Doing:

• 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.

About you:

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

Qualifications and Specialist Expertise

• Experience in a (SaaS) Software as a Service support environment
• Knowledge of the community sector or data collections such as SHS, DSS DEX, or VADC highly desirable.
• Experience in delivering high-quality customer service within target SLAs.

Skills and Capabilities

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

Personal Attributes

• A self-starter who demonstrates initiative
• Excellent interpersonal, written, and verbal communications
• Ability to work with various stakeholders effectively.
• The ability to quickly learn new concepts and techniques.
• The ability to troubleshoot and resolve presenting problems.
• The ability to think logically and clearly under pressure.
• Knowledge of, passion for or previous experience of working in the community sector is desirable.

Why join us.

• Be part of an award-winning, inclusive team, the IX Crew, where your work drives real social impact and your growth is supported.

• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check outcbb.com.au).

We're passionate about taking care of our IX Crew, so working with us means that you will also enjoy:

• Hybrid working environment with flexible working hours and purposeful connection.
• Additional leave provisions including paid parental leave supplement and annual leave loading
• Strong wellbeing focus, including cultural swap days, wellbeing support and year-round health and wellbeing initiatives.
• Benefits for new parents
• Great learning and development opportunities with unlimited access to LinkedIn Learning
• IXcel our employee reward and recognition program
• Access to Telus Health, our wellbeing partner for mental health, medical and safety for you and your family members

To apply, please submit your resume and a cover letter outlining:

• Your interest in working in a support environment, particularly supporting SaaS products
• Your customer service experience
• How your skills and experience align with the role

All applicants must be willing to undergo a police check as a condition of employment with Infoxchange. Applicants for this role must be Australian citizens or permanent residents. Temporary and bridging visa holders are not eligible for permanent positions.

Read more about Infoxchange in our annual report at www.infoxchange.org