Customer Support Consultant

Summary about this job

Detail information about job Customer Support Consultant. Terms and conditions vacancy

Computershare Governance Services (CGS) is the leading global supplier of web based entity management, board portal and employee plan self-administration solutions.  Leading companies from all market segments look to our solutions to stay compliant and minimize risk.

Our team is responsible for the implementation and support of CGS solutions to ensure they meet client expectations and regulatory requirements. Our clients include listed and unlisted companies, education and government agencies and non-profits.  The key stakeholders are Company Secretaries, CFO’s, Legal Counsel, Executives and Board Directors.

We have an exciting opportunity for a Client Services Representative (CSR) to join us in our global head office in Abbotsford. Working supporting local clients as part of a bigger global team this role reports to the Team Leader Support & Projects for Governance Services.

As a CSR you are the primary support to clients, managing cases and acting as the key liaison between our clients and global teams, ensuring high standards of service and professionalism are met. This position will be part of a global 24/7 support roster and you must have the flexibility to work week day and weekend daytime hours in order to be considered for this position

Key Responsibilities Include (but are not limited to):

• Understanding employee share plan self-admin platforms and initially being the key support for new clients
• Providing first level troubleshooting and diagnosis for reported application issues and requests for assistance across the suite of web and mobile device platforms
• Investigate and test application issues across different systems and devices
• Create and manage case documentation in response to client issues and requests
• Communicate with clients on issue status and solutions
• Supporting new customers transition to CGS solutions
• Attending adhoc client meetings as required, providing support and training
• Conduct system UAT testing as required for new releases and application customisations
• Providing rostered weekend support to client end-users

As part of a supportive team you must be a strong problem–solver with the confidence to navigate difficult conversations, negotiate and influence others into meeting set milestones and timeframes to resolve technical issues. As a key link between the client and technical teams, your initiative and the ability to organise is essential to your success in this role.

To be considered for this role you must also have:

• Excellent customer service skills and a strong support ethic
• Ability to work well with local and global teams
• Experience working in a customer service role, preferably within a support environment
• Strong technical aptitude
• Ability to communicate effectively both verbally and in writing with people at
• various levels of the organisation, including senior management
• Strong organisational skills
• Strong documentation skills
• Proven track record of compliance with processes and procedures
• Excellent attention to detail

The following skills/experiences are desirable however not essential:

• Experience with employee share plan administration and financial/expense reporting
• Knowledge of corporate governance and/or role of company secretary
• Understanding of CGS products or competitive software products

The benefits:

• Work for a large global corporation (over 15,000 employees) with the opportunity for career progression
• Great discounts and benefits across a variety of companies and access to our Employee Share Plan
• A wide variety of internal training courses supported by our Learning and Development team
• A supportive working environment, with friendly peers and management
• Easy access to public transport, bicycle and walking paths, with an onsite Gym, Café and games room 

 To apply click on the APPLY button and follow the application process.

Computershare may conduct a criminal background check on applicants subject to current legislation.

We want every person who joins our team, every customer and every supplier to feel welcome. We see diversity as a source of strength - the more perspectives we have, the better equipped we’ll be to meet the demands of our diverse global customer base. We believe in equality for everyone, regardless of age, ethnicity, gender identity, race, religion, disability or sexual orientation. Click here to read our Diversity and Inclusion Policy.

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