Partner Support Specialist

myprosperity is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

Founded in 2011, myprosperity partners with accountants and financial advisers to deliver their clients a tailored solution that integrates with every aspect of their financial world. myprosperity is on a mission to help households live their best financial lives. In a world of financial complexity and friction, we have emerged as the leading client portal solution to make it easier for households to collaborate with their advisers and accountants across all aspects of their financial lives.

While we’ve been around for 12 years, we continue to retain a ‘startup’ culture of innovation. We have a team of passionate and talented individuals working together to solve a big problem. According to CPA Australia’s ‘The Value of Advice’ report, if more Australians were able to access quality and affordable professional advice, we would be saving the Australian economy over $630 billion – definitely a problem worth solving.

The Partner Support Specialist is critically important to ensuring that we deliver on our goal to be a highly responsive support organisation with a reputation for providing quality service to our partners and in turn, their clients. This role supports our sales and account management functions by responding to and resolving a broad range of issues from our partners. This includes any technical support, sales enquiries, marketing support, administration and other partner program related issues.

A key element of this role is responding to support tickets that our partners generate from email or via our Zoho (CRM) Help Desk system. It will also support our sales team to ensure the myprosperity platform is properly configured for important presales activities including the setup of partner co-branding, demonstration accounts, custom billing adjustments and other system configurations.

This role would suit someone who has a strong background in customer service, that is looking to build a career in SaaS/ Tech support.

Please note this position is based in our office in Hawthorn, we offer hybrid working with 2 days a week in office required.

• Effective and timely resolution of technical support issues via Helpdesk
• Manage and resolve all inbound partner admin, program and marketing enquiries.
• Qualify and handover any sales leads to the sales team.
• Develop trusted relationships with key partner contacts.
• Create and monitor Pro demo accounts for staff and partners.
• Work in an effective, supportive and positive manner with the account management and training teams
• Management and escalation of data feed issues, such as Yodlee bank feeds, RP Data, Redbook, BGL, Class and ASX.
• Contribute to the update of support content, FAQs and knowledge center
• Manage Marketing hub uploads, logins and other troubleshooting for partners.

• At least 3 years experience in customer service and support roles
• Preferably hands-on domain experience in accounting or financial planning
• Strong communication and problem-solving skills
• Exceptional customer service mindset and approach
• Relationship management skills for engaging with internal and external stakeholders
• Highly motivated self-starter with the ability to balance, prioritise and provide accurate troubleshooting and resolutions to partners, the sales and account management team and end users

Benefits and Life at HUB24  Learn more about our employee benefits HERE.

Check out why our people love working at HUB24! 

We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed!  

The Recruitment Process: 

- Acknowledgement email once your application has been submitted. 

- Our Talent team will start reviewing your application, if unsuccessful you will be notified. 

- If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. 

- If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.

- Should you require any accommodations to the recruitment process, please contact recruitment@hub24.com.au and one of our team will be in touch. 

- Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews. 

- Communication of outcomes to successful and unsuccessful candidates and feedback provided. 

*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 

2024 Circle Back Initiative Employer – we commit to respond to every applicant. 

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. 

We have been nominated and placed on the BOSS Best Places to work list. 

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative.