ICN Victoria is an independent organisation supported by the Victorian Government, working for local industry since ****.
We were founded on the principle that local businesses, especially small and medium-sized enterprises, should be given full and fair opportunities to compete for work on major projects.
In turn, this helps create jobs by encouraging industry to think local, social, and sustainable in all procurement decisions.
The Digital Platform Client Support Officer plays a critical role in supporting clients to effectively use our digital platform, Gateway by ICN.
The role combines Level 1 technical support with proactive client onboarding and engagement to ensure a seamless user experience.
The role will support Small and Medium Enterprise (SME) clients in creating and managing digital business profiles on Gateway.
It will also support government and industry project owners to promote upcoming opportunities via tailored project pages.
This role reports to the Growth Sectors and Partnership Manager.
Key Responsibilities
Customer Services
Provide exceptional customer services over the phone, via email, and during on-line meetings and demonstrations
Liaise with government and industry project owners to:
Understand the project and their needs
Setup project pages on the platform
Collate and share reporting data
Help SME clients to:
Understand their business capability
Set up, customise and optimise their profile content on the Gateway platform using clear guidelines
Understand the projects of interest to them
Submit EOIs for the projects
Provide training to SMEs and government and industry project owners on the use of the Gateway platform
Digital Platform Level 1 Technical Support
Solve common technical Gateway issues and escalate complex ones to the technical team
Log and track all client interactions
Support the national office to maintain high quality Gateway data




Document support processes and contribute to continuous improvement efforts including user guides, FAQs, and knowledge base articles to support clients
Understand client goals, gather feedback to improve the platform and support materials and recommend helpful platform features to the national office
Represent the ICN Victoria office at national IT working groups and provide input and support for initiatives to improve the Gateway platform
Other duties as required from time to time
Key Attributes
Tech-savvy and eager to learn new systems and tools
Customer-first mindset with a professional and empathetic approach
Organised, efficient, and able to manage multiple priorities
Collaborative team player with a proactive attitude
Interest in learning about major projects and sectors such as construction, renewable energy, health infrastructure and medtech
Strong alignment with ICN Victoria's purpose (to help local win) and values (valuing people, making a difference, acting with integrity, and succeeding together)
Skills and competencies
Proven experience in customer service and technical support roles
Experience with content management systems, client portals, or service platforms
Proficiency with CRM platforms (e.g. Salesforce)
Highly organised
Excellent verbal and written communication skills
Excellent attention to detail and accuracy
Strong analytical and problem-solving abilities
Please include a cover letter with your application, highlighting how your experience will contribute to your success in this role.
ICN Victoria is committed to diversity, inclusion, and an equal prospect workplace.
We welcome applicants from all backgrounds and prioritise equal representation in gender, ethnicity, age, and other lived experiences such as disability and neurodiversity.
If you require any adjustments to our recruitment process to accommodate your individual needs, please reach out to Ella Keenan at ******.

📌 Digital Platform Client Support Officer (Melbourne)
🏢 Industry Capability Network
📍 Melbourne