Customer Support Analyst - L1

Company Description

illion is the leading provider of trusted data and analytics products and services in Australia, New Zealand and the United Kingdom. illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities and government sectors. 

As a Level 1 Client Support Analyst, your primary objective will be to provide outstanding first-level support to our clients. This role combines client-facing responsibilities with internal stakeholder collaboration, ensuring seamless support and expert guidance.

Job Description

The value-add things you’ll be doing:

• Actively cultivate relationships with our customers
• Proactively inform clients of any issues or potential problems
• Supporting our clients day-to-day
• Work in accordance with our SLA’s to meet our clients’ needs
• Support and follow the illion processes to delivery good client service.
• Contribute and collaborate in a security-first environment, prioritising data privacy in all interactions and processes.
• Promote and implement best practice service management across the support team and other business units by utilising industry- standard processes and leveraging
• Promote and facilitate the use of documentations, monitoring, alerts, diagnostics, and other tools.
• Contribute ideas to support continuous improvement.
• Role requires shift work; being able to work shifts between 07:30-19:30 Monday to Friday; and on-call roster on weekends and public holidays.

Qualifications

The experience and qualifications you’ll need to be successful:

• Experience in sales, support, or operations within business services or a related industry.
• Basic knowledge or understanding of SQL and coding.
• Knowledge of credit risk, cash flow, DSO, and debtor management.
• Familiarity with database concepts, Microsoft Office, and JIRA.
• Ability to analyse and diagnose issue. Great troubleshooting skills
• Strong communication, problem-solving, and interpersonal skills.
• Attention to detail, process improvement, and teamwork.
• Self-motivation and a commitment to quality and customer service.

Additional Information

Some of our perks

• Flexibility and Remote Working Options
• Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
• Paid Parental Leave
• Novated Leasing and Corporate Discounts (ie. Health Insurance)
• Education Assistance and dedicated time for professional development as part of your role
• Free Employee Assistance Program

How to Apply

To apply, please click “Apply Now” button. Our team will be taking a break until January 6th. We can’t wait to review your applications once we return! Thank you for your understanding.

illion’s values

Wonder what if

We wonder on many levels. About ideas. And about how others see them. We listen with curiosity. Obsess the numbers. And embrace new ways to make data, make a difference

We’re good eggs

Everything we do is built on integrity. We hold ourselves to high standards. And higher principles. We act with good intentions. Taking every opportunity to be that little bit better.

Human. Kind

People are the hart of our products, processes and culture. Our relationships are a gift. We’re inclusive. Measuring the impact of our actions on other’s first. Kindness and humanity prevail.

We all add up

We work wonders when we work together. Our diverse perspectives and backgrounds make us greater than the sum of our parts. We’re one team, where every single one of us counts.

Here at illion, we value diversity and inclusion and believe that we are able to grow and learn better together with a diverse team of employees. By joining illion you'll be part of an inclusive culture that celebrates a diversity of cultures, skill sets, educations and opinions. People from all culturally diverse backgrounds are encouraged to apply.