Customer Support Specialist – High‑Volume Inbound Service, Community Advocacy & Platform Education at Hiretide

--- ```html Welcome to Tasklance – Empowering Independence Through Technology We’re powered by purpose. Gigology is a vibrant, purpose‑driven healthtech platform that connects Australians seeking disability and aged‑care support with independent support workers. Since our launch in 2014, we have been a catalyst for autonomy, helping people live their own kind of independence. Today, we stand as one of Australia’s largest and fastest‑growing healthtech platforms, proudly recognised on the AFR Fast 100 list, Deloitte Tech Fast 50, and winner of the Australian Growth & Australian Technology Growth Company of the Year Award (2020). Joining Talensiq means becoming part of a thriving scale‑up that is reshaping the care and support sector, delivering real‑world impact, and building a community where every voice matters. If you are passionate about serving people, love fast‑paced environments, and thrive on turning challenges into opportunities, read on – we want you on our team. Why This Role Is Unique The Customer Support Specialist position at Flexara is purpose‑built to serve all users of our platform. You will be the trusted voice that guides, educates, and advocates for our community – from support workers to care‑seekers. Your expertise will drive engagement, boost satisfaction, and ultimately help people achieve their goals through Jobnity. Key Responsibilities High‑Volume Inbound Support: Deliver compassionate assistance to Remotara users via a busy call centre, handling a spectrum of inquiries while maintaining quality and speed. Multi‑Channel Service: Extend support across chat, email, and emerging digital channels as business needs evolve. Empathetic Communication: Exhibit excellent interpersonal skills, showing genuine empathy and compassion in every interaction. Problem Resolution & Escalation: Identify opportunities to increase satisfaction, resolve issues promptly, and escalate complex cases when necessary. Education & Guidance: Provide clear information, advice, and step‑by‑step guidance that empowers users to maximise the value of Skillora for their unique circumstances. Proactive User Advocacy: Anticipate user needs, recommend platform features, and champion their interests across the organisation. Insight Generation: Capture trends, feedback, and pain points, then share actionable insights with product and operations teams to drive continuous improvement. Service Excellence: Uphold Nexspire’s Code of Conduct and core values in every customer interaction. CRM Management: Accurately document all interactions, outcomes, and follow‑ups in Salesforce, ensuring data integrity and traceability. Performance Targets: Meet and exceed individual and team KPIs, contributing to overall business success. Team Collaboration: Participate in regular huddles, training sessions, and cross‑functional projects to enhance service delivery. Essential Skills, Knowledge & Experience Fast‑Paced Environment Enthusiasm: Thrives in a high‑volume, dynamic setting and embraces urgency while maintaining composure. World‑Class Customer Service Mindset: Demonstrates a relentless commitment to delivering exceptional outcomes for every user. Active Listening & Critical Thinking: Able to dissect complex issues, ask insightful questions, and propose effective solutions. Customer‑Centric Attitude: Goes the extra mile to secure the best possible results for individuals seeking support. Resilience & Initiative: Self‑starter who remains motivated, adapts to change, and pushes projects forward independently. CRM Proficiency: Hands‑on experience with Salesforce or comparable platforms; quick to learn new tools. Team Spirit & Fun: Enjoys collaborating with colleagues who celebrate achievements, share knowledge, and maintain a light‑hearted atmosphere. Core Values Alignment: Demonstrates adaptability, transparency, trustworthiness, passion, and curiosity in everyday work. Preferred Qualifications & Additional Attributes Previous experience in healthtech, disability services, or aged‑care support environments. Familiarity with Australian disability and aged‑care legislation and best practices. Certification in customer service excellence or related fields (e.g., COPC, ITIL). Multilingual capabilities – especially any of the most commonly spoken languages in Australia. Experience delivering remote support in hybrid or fully virtual teams. Our Values – The Heartbeat of Worklio We’re Switched On – We listen intently, learn continuously, and act on insights gathered from our community and sector. We’re Bold – We pursue ambitious ideas, harness creativity to solve challenges, and reshape the industry with daring solutions. We’re One – We nurture a collaborative, inclusive environment where diversity of thought fuels collective success. We’re Impactful – We move fast, innovate relentlessly, and deliver tangible change that improves lives. Career Growth & Learning Opportunities Mentorship & Coaching: Direct access to industry experts, senior leader