Service Connect Advisor

Overview:

• Full Time, Continuing Position

• HEW 6.1 ($89,386) + 17% Superannuation and Flexible/Hybrid Working Arrangements 

• Based at the City campus, but may be required to work and/or be based at other campuses of the University. 

About the Position 

 
The Service Connect Advisor will be responsible for providing advice for their skilled resolver group. 

The primary objective is to resolve all enquiries at first point of contact whilst providing a high level of customer service skills across all customer contact channels. The Advisor will anticipate the customer needs and go above and beyond where possible. The role of the Advisor will be to conduct appropriate research and/ or identify root causes and provide advice or escalate specialist advice or high-risk enquiries. 

Please note: there will be a requirement to work staggered start times depending on business requirements to cover the University core support hours. 

To be successful in this position, you’ll have: 

• Demonstrated customer service experience delivering professional support services specific to the skilled resolver group. 

• A strong customer centric mindset. 

• Demonstrated ability to fact find, provide advice and use logical thought process to support recommendations and advice. 

• Demonstrated ability to build and maintain partnerships and relationships in a collaborative manner with key internal clients and external stakeholders to support the University’s business objectives. 

• Proven ability to identify root cause of issue to recommend and deliver appropriate strategies and innovative solutions and solve any further complications that may be encountered. 

• Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels. 

• Demonstrated ability to work autonomously with minimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines. 

• Strong problem solving, interpersonal and analytical skills, written and verbal communication across multiple mediums (i.e telephone, ticketing tools, web chat etc). 

• Demonstrated ability in the use of a range of computer applications and the ability to quickly learn new technologies. 

• Desirable but not essential if experienced with ServiceNow, Workday and/or ADP Payroll, Genesys, Active Directory, Azure and Endpoint. 

• Experience in knowledgebase management and upkeep would be advantageous. 

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check. 

About the Operations Portfolio 

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student