Job Summary: Reporting to the Head of Operations – APAC, this unique role will suit someone who is confident and passionate about providing customer care over the phone and on email. This role will also involve project managing client implementations, including configuring client environments using Lawcadia’s no-code workflow engine, ready for clients to test and then go-live. The ICT Customer Support Officer plays a vital role in building and maintaining strong relationships with our customers.

Key Responsibilities: The ICT Customer Support Officer is responsible for ensuring that customers have a positive experience with our products and services, including:

- Own multiple customer relationships to retain and grow revenue.
- Be involved in the entire customer lifecycle from implementation/onboarding, UAT testing, managing go-lives and then providing support through the duration of the subscription period.
- Work with our customers to define how they view success, measure those outcomes, and partner with internal service teams to meet and exceed those targets.
- Maintain a deep understanding of our solutions and communicate with customers about the most relevant features and functionality for their specific business needs.
- Monitor your accounts’ health and proactively identify and mitigate churn risk.




- Function as the voice of the customer and provide feedback on how our solutions can better serve our customers.
- Develop and constantly improve processes to engage and support customers.
- Manage customer escalations.
- Contribute to our internal and external documentation, processes, and knowledge base.
- Respond to and troubleshoot client issues with the Lawcadia platform, workflows and user access.
- Configure client environments and workflows, test configurations and support user acceptance testing and go-live.
- Train users, document solutions and escalate software defects to the relevant internal teams.
- Diagnose recurring issues and provide technical guidance on platform features and functionality.

Preferred Qualifications:

- A degree in business or technology or relevant experience
- Minimum 2 years of experience in a customer-facing role
- Minimum 2 years of experience in IT solutions delivery
- Excellent personal and communication skills
- Ability to effectively communicate with senior decision-makers
- Positive understanding of SaaS and cyber security technology.
- Must be in Australia with excellent communication skills.

Pay: $80,000.00 – $85,000.00 per year

Work Location: In person

📌 ICT Customer Support Officer (Brisbane)
🏢 Lawcadia
📍 Brisbane