Staff Domain

Customer Support

• Provide responsive and professional customer support through phone, email, SMS, and messaging channels
• Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy
• Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions
• Follow established procedures and templates while tailoring responses to customer needs
• Communicate with customers with varying levels of English proficiency or familiarity with booking processes
• Adapt communication style and tone depending on customer type and situation
• Represent the business positively and ensure customers feel supported and informed
• Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset
• Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation
• Facilitate fair and objective dispute resolution between customers and service providers
• Identify performance concerns and escalate matters to appropriate internal stakeholders
• Identify root causes, assess risks, and determine appropriate resolutions
• Balance customer satisfaction with operational and business requirements
• Identify process gaps, inefficiencies, and operational risks and recommend improvements
• Assist with creating, documenting, and maintaining internal workflows and support procedures
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions
• Share customer insights and feedback with stakeholders for continuous improvement
• Assist with monthly reporting and operational analysis
• Maintain and update records, databases, and internal registers
• Support administrative functions and broader team initiatives
• Remain flexible and responsive to changing priorities and business needs

Customer Support Specialist – Zendesk

• Handle frontline customer enquiries across phone, email, live chat, and ticket channels
• Own the full support ticket lifecycle from triage through resolution, follow-up, and closure
• Diagnose technical and non-technical product issues using structured problem-solving
• Communicate root causes clearly to customers at their level of technical literacy
• Collaborate with Sales, Customer Success, Marketing, Product, and Engineering
• Use HubSpot, Intercom, FIN, and Fergus product data to manage the support pipeline
• Use approved AI tools to draft communications, summarise session notes, and identify recurring issue patterns
• Review AI-generated outputs for accuracy and tone before customer delivery
• Stay current with emerging support and customer success tools
• Share efficiency and contact-volume reduction suggestions with the Customer Support Lead
• Produce and maintain Help Centre articles, videos, and product images
• Test product workflows and sample datasets and provide structured findings to Engineering
• Identify customer-feedback patterns indicating product gaps, usability issues, or training needs
• Contribute voice-of-customer input to the product roadmap

Customer Support Specialist – SAAS

Marketing

• Lead creation of marketing collateral, digital content, and campaigns for a growing Australian business in a specialised technical industry
• Own projects from brief to delivery
• Design product brochures, catalogues, technical datasheets, and product-family collateral
• Produce print-ready artwork for brochures, exhibitions, signage, and promotional material
• Edit and prepare source images for print and digital marketing collateral
• Create and edit videos explaining technical products, features, and customer issues
• Create website graphics, social-media assets, and sales presentations
• Edit and enhance product photography
• Build infographics and diagrams that clarify technical products
• Analyse competitor websites and benchmark product presentation, imagery, and design standards
• Maintain consistent branding and the brand asset library
• Develop and execute B2B marketing campaigns aligned to the sales pipeline
• Support new product launches and promotions end to end
• Write and build email campaigns and customer communications
• Create website and digital-channel content, including LinkedIn
• Maintain current product content, imagery, and pages on the website
• Audit the website and dealer websites for accurate product, branding, and technical information
• Build and maintain a video platform for product, technical, and training content
• Research competitors and identify positioning opportunities
• Contribute to the overall marketing strategy
• Build and manage email campaigns in the marketing platform
• Organise and segment customer and prospect data
• Connect email platform, website, and customer database activity
• Review and update PDF datasheets and catalogues annually
• Report monthly on campaign performance with actionable recommendations
• Maintain a rolling content and campaign calendar
• Flag delivery-timeline risks early
• Work closely with the Melbourne-based team and contribute ideas and process improvements

Senior Marketing Designer

Accountant

• Take operational ownership of the end-to-end accounting cycle across a multi-entity Australian renewable energy infrastructure and investment group
• Process vendor bills in Xero, match purchase orders, manage approval workflows, review aged payables, and prepare ABA payment batches
• Administer corporate card expense reports and employee reimbursements in Airwallex; reconcile Airwallex feeds and clearing accounts against Xero
• Generate monthly Development Services fee invoices and project expense reimbursement invoices for SPVs and joint ventures
• Monitor debtor aging, send reminder notices, and follow up outstanding accounts
• Perform daily bank reconciliations across operational, trust, and project bank accounts in Xero
• Process payroll runs, generate ABA upload files, and prepare superannuation clearing account reconciliations
• Maintain the fixed asset register, record additions and disposals, and execute monthly depreciation runs
• Prepare month-end workpapers and reconcile balance sheet accounts
• Maintain ROUA schedules, post lease depreciation and interest journals, and reconcile lease liability ledgers
• Execute project expense reclassification journals and calculate monthly reimbursement revenue accruals
• Reconcile intercompany loan balances and trust distribution ledgers across entities
• Calculate and update employee entitlement provisions
• Perform trial balance checks, resolve posting anomalies, and prepare monthly financial packs with budget-versus-actual analysis
• Execute period lock protocols across Xero ledgers after close
• Reconcile GST accounts against Xero Activity Statements and prepare quarterly BAS working papers
• Prepare audit workpapers, lead schedules, and transactional sample documentation
• Provide ledger support for PAYG, FBT, and ASIC annual reporting
• Collaborate with a Sydney-based Financial Controller and senior finance stakeholders

Customer Support Specialist – Zendesk

Customer Support Specialist – SAAS

Senior Marketing Designer

Intermediate Accountant