Support Consultant

Job description

The Role The Customer Service Consultant (Support Consultant internally) is a hybrid role that combines the responsibilities of property service delivery and client system support. This position focuses on ensuring seamless order fulfilment, exceptional client service, and efficient issue resolution through proactive communication, problem-solving, and cross-functional collaboration. You will support InfoTrack clients and internal teams through complete property search and system support journey from order processing to troubleshooting ensuring service excellence, compliance, and client satisfaction. About you You’re confident, outgoing, and love connecting with people. Picking up the phone doesn’t faze you, in fact, you enjoy it. Whether it’s resolving a query, guiding a conversation, or keeping things on track, you know how to stay professional while taking control of the narrative. If you have call centre experience or dealing with answering between 30-40 calls a day even better! Key Roles and Responsibilities Deliver responsive client support via phone and email, assisting users with InfoTrack’s SaaS platform and resolving queries efficiently. Manage property certificate orders and related applications, ensuring accuracy, timely completion, and achievement of KPIs. Liaise with clients, councils, authorities, retailers, and integration partners to ensure smooth service delivery and regular updates. Handle inbound and outbound support requests, prioritising urgent matters and maintaining accurate records in line with compliance processes. Troubleshoot client issues, document findings, and collaborate with Escalations, Development, Product, IT, and Sales teams for resolution. Drive continuous improvement by maintaining knowledge bases, identifying recurring pain points, and enhancing client experience and operational efficiency. Skills, Knowledge and Experience: Call Centre experience (ability to manage 30-40 calls a day) Proven ability in customer support, order processing, or helpdesk environments. Exceptional communication and problem-solving skills. Ability to manage high volumes of work accurately and efficiently. Proficiency in Microsoft Office Suite and general computer literacy. Experience in legal, conveyancing, or property search industries preferred. The Rewards and Culture What We Offer: Personal Development We have a rich history of providing people with growth opportunities throughout their InfoTrack journey. We provide our people with professional development plans, technical training, leadership programs, and clear career progression opportunities. Reward & Recognition We have a culture of recognising the contributions of our people and rewarding them for their impact. We have various formal recognition programs as well as access to our employee share scheme. We put an emphasis on staff happiness, so we have a well-stocked snack cupboard, weekly catered lunches, free breakfast every morning and locally based social committees that drive events for each office including a Table Tennis competition. Health & Wellbeing We care about our people’s well-being and that is why we offer a range of benefits including fully covered gym memberships, monthly in-house massages, progressive leave policies and access to an Employee Assistance Program. Join a company that puts people first, where your contributions are valued, and your potential is supported every step of the way. Apply now or message us directly to find out more! We have two full time positions available. Can be based in NSW or QLD At InfoTrack we are a diverse workforce and we’re proud to be an equal opportunity employer. We believe our differences make us stronger. We therefor encourage applications from Aboriginal and Torres Strait Islander people and people of all cultures, abilities, sex, and genders. Who we are? InfoTrack is a leading SaaS technology innovator that is helping a range of professionals, businesses and individuals in a digital age. We care about what we do and the people we work with. We partner with our clients to identify their challenges and constantly look for ways to evolve our products to maximise their impact.