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 ResponsibilitiesCustomer ServicesProvide exceptional customer services over the phone, via email, and during on-line meetings and demonstrationsLiaise with government and industry project owners to:Understand the project and their needsSetup project pages on the platformCollate and share reporting dataHelp SME clients to:Understand their business capabilitySet up, customise and optimise their profile content on the Gateway platform using clear guidelinesUnderstand the projects of interest to themSubmit EOIs for the projectsProvide training to SMEs and government and industry project owners on the use of the Gateway platformDigital Platform Level 1 Technical SupportSolve common technical Gateway issues and escalate complex ones to the technical teamLog and track all client interactionsSupport the national office to maintain high quality Gateway dataDocument support processes and contribute to continuous improvement efforts including user guides, FAQs, and knowledge base articles to support clientsUnderstand client goals, gather feedback to improve the platform and support materials and recommend helpful platform features to the national officeRepresent the ICN Victoria office at national IT working groups and provide input and support for initiatives to improve the Gateway platformOther duties as required from time to timeKey AttributesTech-savvy and eager to learn new systems and toolsCustomer-first mindset with a qualified and empathetic approachOrganised, efficient, and able to manage multiple prioritiesCollaborative team player with a proactive attitudeInterest in learning about major projects and sectors such as construction, renewable energy, health infrastructure and medtechStrong 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 competenciesProven experience in customer service and technical support rolesExperience with content management systems, client portals, or service platformsProficiency with CRM platforms (e.g. Salesforce)Highly organisedExcellent verbal and written communication skillsExcellent attention to detail and accuracyStrong analytical and problem-solving abilitiesPlease 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 opportunity 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 .
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📌 Digital Platform Client Support Officer (Melbourne)
🏢 Industry Capability Network
📍 Melbourne