Job Description

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- You'll be the first point of contact clients turn to, every single day
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- No two calls are the same - you'll solve something different every time
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- You'll build real product knowledge that opens doors as you grow
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When a client's stuck on their HR platform, you're the calm, friendly voice who gets them sorted.

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Why you'll love this role:

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- You'll be the first point of contact clients turn to, every single day
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- No two calls are the same - you'll solve something different every time
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- You'll build real product knowledge that opens doors as you grow
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What you'll be responsible for

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You'll join our Customer Supportteam, supporting enableHR and Citation HR customers day to day. In this role, you'll:

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- Answer client calls and support tickets promptly, aiming to sort things out in one go
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- Troubleshoot everyday platform issues and walk clients through simple fixes
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- Recognise when something needs a specialist and hand it off cleanly, keeping the client in the loop
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- Help clients get comfortable with the platform so the same question doesn't come back around
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- Contribute to our knowledge base so clients - and the team - can solve things faster next time
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Who we're looking for

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You don't need years of technical experience - you need a genuine drive to help people and get to the bottom of a problem.

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You'll bring:

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- Experience in a customer support or client-facing service role
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- Clear, confident written and verbal communication
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- The ability to prioritise a busy workload without dropping the ball
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- A curious, solutions-focused mindset - you look for the "why", not just the fix
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Bonus points if you have:

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- Some exposure to HR, payroll or SaaS platforms
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- Experience with Zendesk or a similar helpdesk/CRM system
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Why Citation Group?

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- Flexible working, genuinely. We're big on work/life harmony, not just the buzzword.
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- Competitive salary + benefits.
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- Parental leave up to 16 weeks paid - because family comes first.
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- Birthday leave because nobody should work on their birthday. Full stop.
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- Volunteer day leave to give back to causes you care about.
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- Reward & recognition that goes big - yes, including trips to Bali. Just sayin'.
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- Great offices designed for collaboration, creativity and great work.
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- Real growth we're in a major growth phase, tripling in size through organic growth and acquisitions. Your ceiling is high.
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- Trusted, not managed we hire grown-ups and trust them to get stuff done. No micromanagement.
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About Citation Group

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At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology - helping businesses run with confidence every day.

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We're growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. Backed by a UK-based Private Equity parent, we're on track to triple the size of the business over the next few years - and we want brilliant people along for the ride.

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Find out more at www.citationgroup.com.au

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Applicants must have full legal rights to work in Australia with no restrictions.

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Citation Group is an equal prospect employer and welcomes applications from people of all backgrounds. If you need any adjustments made during the recruitment process, let us know.

📌 Customer Support Specialist (New South Wales)
🏢 Citation Group
📍 New South Wales